Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Thank you for forwarding the information provided by [redacted] In response, Xplornet presents the following for review After receiving notice of [redacted] complaint, Xplornet completed a review of her account history in light of the concerns she's raised relating to her monthly usage and the difficulties she's reported experiencing since completing a conversion to our newly available LTE networkBased on our review, [redacted] service conversion was recommended in the interest of improving her service experience after the difficulties she reported with her previous Expedience system were unable to be resolved In recommending the conversion, Xplornet reviewed the [redacted] ' usage history and where they had not exceeded 75GB in recent months it was believed that our 75GB Limited State LTE plan would meet their usage requirementsAs with all customers on Limited State and Usage Based Billing plans, Xplornet provides Usage Tracking through our Customer Portal allowing customers to monitor and review their usage, and email notifications are sent to customers who approach (80%), reach (100%) and exceed (120%) their monthly bandwidth allowanceOur records confirm all appropriate usage notifications have been sent to the [redacted] based on their usage history As agents have explained to [redacted] , the service is working as intended based on the terms of her service package and she is responsible for monitoring her monthly usage if she wishes to prevent being placed in limited state after exceeding her bandwidth allowanceBased on their concerns, we have recommended they change to a Usage Based Billing plan where their speeds would not be impacted by exceeding their bandwidth allowanceRegrettably, in recommending this option to [redacted] , she declined as she does not wish to pay for their increased bandwidth consumption In closing, while Xplornet regrets any inconvenience this matter has caused the [redacted] , our review has concluded that their service is working as intendedXplornet cannot provide a guarantee that the [redacted] will not exceed their monthly bandwidth allowance as their usage is not within our controlIf they do not feel their current package is meeting their needs, they maintain the option to upgrade to a usage based billing plan which would prevent their speeds from being reduced when they exceed the monthly bandwidth allowance provided by their service package Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Thank you for forwarding the information submitted 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 regarding his service experienceTo this end, we arranged to have a senior technical support representative review his connection and have confirmed his hardware readings are all in line with the requirements for his service package and are not currently indicative of a problem with his signal strength With respect to the concerns [redacted] has raised relating to his connection speeds, Xplornet's Terms of Service outline that while we strive to provide the best possible service experience for our customers due to the nature of the internet network we do not guarantee specific upload or download speeds in light of the numerous factors outside of our control which can impact internet speedOur service is provided on a shared access basis and like all service providers during periods of higher than traffic on the network speeds can be affectedWhere it is our goal to ensure each customer receives fair and consistent access to the internet, recognizing that a small percentage of our customers are responsible for disproportionate share of data usage on our network, to minimize this impact we have implemented traffic management policies to help maintain the best speeds for the majority of customers As a part of the policy, during peak hours (between 8am and 1am local time) traffic to applications that are considered non time-sensitive (such as peer-to-peer file sharing, news groups, and online data storage)are restricted to a peak transfer speed of kbps download and kbps uploadFurther details on the traffic management policies implemented on our 4G Fixed Wireless networks can be review on our website [redacted] Having said this, as a gesture of good faith, Xplornet has agreed to provide [redacted] with a one-time $ [redacted] discount as part of an upgrade to our 25Mbps service package and he has advised he will downgrade the plan at the end of his billing cycle if he does not find the upgrade to be an improvementWe would also note that if he continues to experiencing issues with his connection speeds and believes there to be an issue with his signal or rental hardware we would encourage him to reach out to our Care Centre [redacted] to speak with a technician to diagnose the issue in real timeWhere [redacted] 's system is under warranty, if any hardware or signal related issues are identified a work order will be sent to rectify the issue In closing, Xplornet would like to extend our regrets to [redacted] for the difficulties experienced and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc
Final Consumer Response / [redacted] (2000, 8, 2017/02/10) */ Hi, Just a short note to thank you for your efforts on this file I have not heard directly from XplornetBUTa credit was applied to my credit card on February 3rd and I now consider this file closed!! You have accomplished more in under a week than I could in months!! Thanks again!! Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised regarding a conversion to our LTE networkFirst, 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 his concernsBased on our review, [redacted] 's service conversion was recommended after installers were unable to reestablish signal on his original platform which necessitated an upgrade to our new LTE network At this time we are confident [redacted] will be satisfied with the upgrade however we understand his concern surrounding the increase monthly price and move to a service plan with a monthly bandwidth allowanceTo this end, Xplornet had a senior technical representative from our Care Centre reach out to [redacted] to discuss his concerns and highlight the benefits associated with the new service; noting that his new package speeds would be more than double that of his original plan and the bandwidth allowance was significantly greater than what his usage history has reflected during his highest usage months Further to this, recognizing [redacted] has been a longstanding customer in good standing we've also agreed to provide him with a recurring $ [redacted] service discount for the next months on his new service package [redacted] in turn has indicated he is satisfied with the arrangement we've reached and we greatly appreciate his continued loyalty as a valued Xplornet customer In closing, we would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and hope he will find this to represent an acceptable response to his complaint Sincerely Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Thank you for forwarding Mrs [redacted] 's complaint to our attentionIn response to her concerns, the following is available for review Following the receipt of Mrs [redacted] 's complaint, Xplornet completed a review of her account history in light of the service concerns raised relating to the difficulties she's reported experiencing on her current satellite platformBased on our assessment we have confirmed that recent upgrades have been completed to bring our latest Fixed Wireless 4G LTE technology to the area, and have since followed up with Mrs [redacted] to review updated service options In speaking with Mrs [redacted] , we have reached an agreement allowing her to upgrade to the new platform without a renewed contract commitment and will continue to honor the $30/month recurring discount provided on her account, until [redacted] '**Xplornet has also agreed to cover the cost of a site survey to ensure they are able to qualify for the service, and a work order has been issued for their conversionShould they be unable to attain service on our LTE network, Xplornet will not seek early termination fees based on their initial agreement, allowing the [redacted] 's to finalize their account without penalty In closing, we hope Mrs [redacted] will find this to represent a satisfactory response to her concerns and extend our thanks for her patience as we work to have her service conversion completed Sincerely, Xplornet Communication Inc
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
Initial Business Response / [redacted] (1000, 5, 2017/07/24) */ 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 service concerns he's reported experiencingBased on our review and subsequent investigation by our network team, we identified an issue on the access point he connects to for serviceField technicians were dispatched over the weekend to complete repairs and we are monitoring the network's status to verify the issue has been resolved In conclusion, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for providing his feedback on his service concerns Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still not repair as of tuesday morningStill disconnects ! Modem goes out zero or very little upload spedd! Final Business Response / [redacted] (4000, 10, 2017/07/31) */ Thank you for forwarding the additional feedback provided by [redacted] to our attention As noted in our initial response, Xplornet identified an issue impacting the access point [redacted] connects to for serviceUnfortunately, after monitoring the adjustments that were made on the tower to address the issue we've found the problem has persisted and our Network Team is continuing to monitor the issue as part of their ongoing investigationRegrettably, we do not currently have an estimated timeframe for resolution In the interim, as we continue our investigation we have applied a month credit to [redacted] 's account in good faith and Xplornet will keep him apprised of any further developments as they are available Thank you, Xplornet Communications
Initial Business Response / [redacted] (1000, 10, 2016/01/05) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of [redacted] 's complaint, Xplornet reviewed his account in light of the concerns he's reportedFirst, we would like to extend our regrets to [redacted] for the difficulties he's reported following the shutdown of his existing satellite service along with our apologies for any inconvenience this matter has caused him At the time of our response, we can confirm [redacted] 's outstanding balance has been waived and his account is now closed with a $final balanceNo action was taken to provide any information relating to this matter to a credit agency and [redacted] should not expect to receive any further communication where his account has been finalized In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response Thank you, 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. Once I receive a revised invoice I will pay the balance. Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review After receiving notice of his complaint, Xplornet completed a review of the [redacted] 's account in light of the concerns he's reported relating to his service experience and the information he was provided by a sales agent prior to subscribing to our serviceFirst, we would like to extend our regrets to [redacted] for any information he feels was misrepresented by the sales agent he spoke with and apologize for any inconvenience this matter has caused himWe can assure him that we take these concerns seriously and management has addressed this matter with the agent he dealt with to prevent any similar situations from arising in the future The information potential customers are provided when speaking with a sales agent is based on an overview of the service packages available at their location once it is verified they are within an acceptable range of our networkThe specific level of service a customer can attain cannot be verified until an on-site assessment is completed and the service is installedAs with all customers, [redacted] was advised if the service did not meet his expectations he would be under no obligation to maintain the service under Xplornet's [redacted] day money back guarantee policy Following his installation, [redacted] contacted our Care Centre to report concerns with his connection speeds and our technical representatives endeavored to improve his service experienceIn completing a review of [redacted] 's system readings, they were able to confirm his signal level met the requirements for his service package, but identified an issue with how his package was being mapped to our network and believed this to be the cause of his service concernsUnfortunately, once this issue was corrected, [redacted] reported that he did not see an improvement to his speeds in the evenings which after further investigation has been determined to be caused by increased network usage during peak service hours on the networkWhile our technicians have explained to [redacted] that; pursuant to our Terms of Service (Sec"The Service & Speed), Xplornet does not guarantee specific service speeds, we are committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their location At the time of our response, Xplornet can confirm that we are in the process of investigating the peak hours service experience on the panel [redacted] connects to but presently we do not have an update on a potential resolutionTo this end, in good faith, Xplornet has adjusted [redacted] 's service charges to apply a recurring $ [redacted] discount to reflect the costs associated with our LTE-10Mbps package while he maintains his current LTE-25Mbps package until the issue can be resolvedFurther to this, Xplornet will also commit to extending [redacted] 's money back guarantee period by an additional [redacted] days to January 25, allowing him additional time to finalize his account for a refund if he remains unsatisfied with the service In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attentionWe hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (**00, 12, 2016/01/04) */ Good morning, I apologize for not getting back you by the day deadline but unfortunately with the holidays, I fell behind I have also been waiting over weeks for the company to respond to additional concerns that have come up Additional issues on this file include: - I have seen my performance levels, confirmed by Xplornet support staff, drop to approximately mbps in the evenings This is 4% of my stated plans maximum and would not even allow me to watcha minute [redacted] video without it stalling multiple times to the point where I gave up It is also only 20% of the stated max of Xplornet's lowest level package and yet the company feels justified in still charging me a premium even with the discount - Daytime rates have dropped significantly This is the period when I was told by support staff that I should log on because I would experience the stated maximum of my plan - so at no time is the company able to deliver close to my plans stated maximum Or even half that rate - The company has proceeded to charge me the full amount even though it has stated here that it would apply a $ [redacted] discount on an ongoing basis until the company was able to resolve the issues I have not seen any refund processed - The support staff have told me that mbps or 4% of my stated maximum is an acceptable level of regular performance under my plan according to company policy, however, they refuse to confirm this in writing or allow me to speak to a manager - The company in its response stated that I was told that I would have a [redacted] day refund period That is correct, however, I specifically questioned that company on capacity and whether or not they had adequate capacity to take on additional clients I was informed that they had more than sufficient capacity in the area and that there would be no issue with delivering the stated maximum rates at all times I asked on peak hour policies I informed the company that I did not want to proceed with incurring the cost of switching providers if they had insufficient capacity or were unable to get a stable and reliable signal I informed the service agent that I was more than willing to pay the site assessment fee to determine if I was in a good location, provided that we only proceed with switching if a strong signal could be obtained to provide me with reliable service I informed the company prior to agreeing to the service that in no way did I want to proceed if they had insufficient capacity or were unable to get a strong service I also informed the technician of this fact when he came to do the site assessment [redacted] and now I am expected to bear the cost of paying more for less This is explicitly what I told them I did not want to do prior to signing up as I was on a month to month contract I will incur significant cost or be forced to sign into another contract to reestablish my prior service - The company continues to aggressively advertise its services in my area and that it can rovide plans with up to mbps download speeds when it has admitted its response that it does not have the capacity to deliver these services This is to the determent of existing clients as it will put additional strain on the network and result in even slower transfer rates for existing clients - which is what I am experiencing [redacted] Final Business Response / [redacted] (4000, 14, 2016/01/11) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review Xplornet has acknowledged we are aware of high traffic volume on the tower; specific to the access panel [redacted] connects to for internet service, which can have an impact on his connection speeds during periods of heavy usage on the networkOur Network and Engineering teams are working toward a solution to this issue however we do not currently have an updated timeframe on when it will be resolved and will notify [redacted] once any additional details are available With respect to [redacted] 's experience prior to his installation, while the service information provided by sales agents is based on an overview of the package options available at a customer's location, the specific level of service a customer can attain cannot be verified until their installation is completedTo this end, we would again like to reiterate our apologies for any information that he feels was misrepresented by the sales agent he spoke withAs we've noted, [redacted] 's concerns were escalated to management who have addressed the matter with the agent and we again extend our regrets for any inconvenience this has caused In compensation for the ongoing difficulties he has reported, Xplornet has agreed to provide [redacted] with a recurring $ [redacted] monthly discount until the issue is addressed, and have extended his [redacted] day money back guarantee period by a full [redacted] days to provide him with additional time to determine if he wishes to maintain the serviceThe credit was applied to [redacted] 's account in December and was reflected on his December 25th service invoice As an additional gesture of good will, Xplornet has requested our billing department credit [redacted] 's account for his initial one time activation fee of $ [redacted] Further to this, if [redacted] continues with our service following the completion of his extended [redacted] day money back guarantee period Xplornet will waive the remainder of his year service agreement, allowing him to maintain the option to finalize his account without penalty if he remains unsatisfied with his service experience In closing, on behalf of Xplornet we would wish to extend our apologies for any frustration this issue has caused [redacted] and thank him for his patience as we continue to work towards a resolution to this matter Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, **16/02/05) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account based on the concerns he's raised surrounding his service experience having recently been installed on our High Throughput Viasat satellite network on [redacted] First, we would like to extend our apologies for any delays to his installation and for the poor experience he's noted in dealing with an agent from our Care CentreWith respect to his service concerns, Xplornet arranged to have a senior technical representative complete an assessment of his system readings to determine if there were any identifiable issues being reported through his rental hardware In reviewing [redacted] 's system statistics they were able to verify that his service readings met all the minimum requirements for his service package but noted that periods of heavy traffic on the network may impact his experience during peak service periodsWhere our services are provided on a shared access basis we have explained to [redacted] that during period of higher than use on the network service speeds can be impacted however we do have policies in place in the interest of ensuring that each Xplornet customer receives fair and consistent access to the Internet To this end, in speaking with [redacted] a technical supervisor has provided him with an overview of our traffic management practices and how he can manage his usage to improve his service experienceFurther to this, where Xplornet is in the process of implementing a new traffic management policy on our 4G Satellite networks, coming into place on February 23rd, we have also provided [redacted] with information on how the new policies may improve his experienceFor additional information on Xplornet's Internet Traffic Management policies, including details of the upcoming changes that are set to be implemented on [redacted] , [redacted] To this end, recognizing [redacted] is currently within his initial day money back guarantee period in order to provide him an opportunity to experience the service following these upcoming changes we have extended his day guarantee period to [redacted] And, as a sign of good faith we have also agreed to extend the initial $ [redacted] monthly discount he received as part of his initial service promotion for an additional month period In closing, on behalf of Xplornet we would again wish to thank [redacted] for bringing his concerns to our attention and for taking the time to speak with us about the issues he's been experiencingWe hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (**00, 7, **16/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept there response for one main reason, I received a call from a very good tech support, than I called back to explornet as I was unavailable to take there call as I was coming home from work I called and spoke with a very respectful, realistic person that was kind and understandingShe ran through test, [redacted] was understanding on how I feel and best of all she gave me a answer! A honest answer The beam that I am on is full- generally 80-100% full and it's very very heavy trafficI had clear sky's, new os system , no virus etc and she never tried to hide the truth or bluff or hide behind anythingShe said sorry it's just the traffic usuage, it's not us it's not you , were not throttling [redacted] etc and she explain how there throttling works, along with new traffic managment Over all, I'm happy on how xplornet called and showed genuine respect and acknowledge the problem and hopefully with there new satilite it will help the congestion we face Thanks to the Revdex.com for spending time reviewing and forwarding my complainBut also posting a resolution as it is fair to do so So on a final note, for those who are upset with xplornet, they did try to resolve the problem, just try again, speek with a senior tech because they know there stuff
Initial Business Response / [redacted] (**00, 5, 2016/01/22) */ Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review After receiving notice of their complaint, Xplornet completed a review of the [redacted] s' account history to investigate the difficulties they've reported with their connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank them for bringing their concerns to our attentionBased on our review, we have identified that the network they connect to for service does experience periods of high usage which can have an impact on connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in their 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 to ensuring we provide the best service experience possible for our customersXplornet's network operations team is monitoring the issue and we can assure the [redacted] s that we are doing everything within our control to resolve this matter At this time Xplornet does not have a specific time frame for when this issue will be rectified and regret that this matter has been a source of frustration for the [redacted] sIn the interim, while we continue to work towards addressing the issue, Xplornet has placed an additional week credit on their account along with a recurring $ [redacted] service discount for the next months, both of which will be visible on their next invoice and we will continue to provide them with updates as they are available when contacting our Care Centre In closing, we would again wish to extend our regrets to the [redacted] s 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 endeavor to make improvements to the network Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Xplornet's response is satisfactory, provided that they follow through with their promise to work toward providing good service We will accept the discount offered as a temporary means of compensation for the lack of service, in hopes that we will eventually receive the service we expected It is unfortunate that we have to get Revdex.com involved in order to get a serious response, but having tried numerous times to get Xplornet to take us seriously, we felt this was the only way [redacted]
Thank you for forwarding the information provided by [redacted] *** Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his fixed wireless serviceUpon receipt of [redacted] ***’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com Review of the rental hardware installed at [redacted] ***’s location shows that the requirements for the service package he subscribes to are being met and that everything is operating as expectedThat being said, Xplornet acknowledges that during periods of higher utilization on the network [redacted] may experience some degradation in his service experienceTo provide additional coverage and capacity to the networks in [redacted] ***’s area, Xplornet has recently upgraded the tower that he connects toAdditional panels of Xplornet’s LTE fixed wireless service have been added to his tower to provide overlapping coverage and additional capacityIf [redacted] remains unsatisfied with his services, Xplornet would recommend sending a work order to swap his hardware to the new GHz LTE fixed wireless hardware and repoint to one of the new sectorsTo have a local service technician dispatched to [redacted] ***’s home to complete the hardware change, we would ask that he call Xplornet at his earliest convenience to set up a work orderXplornet is available 24/7/to best assist In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining a satisfactory resolution to his service concerns.Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/09/01) */ 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 reported following the recent servicing of his work orderFirst, we would like to extend our apologies for the difficulties [redacted] experienced along with our regrets for any impact his loss of service had [redacted] Based on our review we've identified that following the completion of his initial work order a secondary issue with his rental system's power supply/modem was reported and required they be replacedA new work order was issued on August 16th and after speaking with a supervisor on August 19th & 23rd Xplornet agreed to cover [redacted] 's repair costs along with any possible mileage charges while working to expedite his service call The modem and power supply were replaced on August 24th and the supervisor handling his case was able to confirm his service was restored after following up August 25thIn light of the difficulties he experienced, Xplornet has subsequently placed a month credit of [redacted] (tax incl.) on [redacted] 's account which will be visible on his next month's invoice In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter caused and thank [redacted] for his patience as we worked to restore his connection Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Thank you for forwarding the information provided by [redacted] in his complaintWe have reviewed the concerns raised and the following is available for review Following the receipt of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised regarding his recent service upgrade and the early cancellation fee billed subsequent to the cancellation of his Xplornet accountBased on our review, we've identified that [redacted] signed up for service on Xplornet's Xtremelimited state package on a year contract; providing downloading speeds up to 5.0Mbps, upload speeds up to 1.0Mbps, a 100GB monthly bandwidth allowance, at special discounted promotional rate of [redacted] ) per month Our records document that following his installation [redacted] completed the activation of his account through Xplornet's Customer Activity Centre on [redacted] , at which time he confirmed and acknowledged his acceptance of all account information and payment details, along with his acceptance to Xplornet Terms of Service, including Section 11, Early CancellationTo this end, Xplornet will not be able to waive [redacted] 's early cancellation fee where he has chosen to finalize his agreement prior to the completion of his service term In response to his concerns regarding his recent service upgrade, [redacted] first contacted Xplornet to discuss upgrading his service package on [redacted] at which time an agent noted his signal would not support an upgrade to our 10Mbps plansThe decision to increase [redacted] 's service package was made when he contacted us on [redacted] , following a service outage to advise he'd received a promotion from a competitor who was offering a larger monthly bandwidth allowance on a similar 5Mbps service plan Where Xplornet did not offer a higher monthly bandwidth allowance on our 5Mbps plans, recognizing it had been explained to [redacted] that he would not be able to attain the 10Mbps speeds, in good faith the agent agreed to make an exception in the interest of increasing his monthly bandwidth allowance from 100GB to the 250GB available on the higher package ( [redacted] ) Based on his usage report, [redacted] did receive a notable benefit from the increase and called in less than a week later, on [redacted] to have his package upgraded again, increasing his monthly bandwidth allowance from 250GB to 500GB ( [redacted] ) Having said this, Xplornet recognizes [redacted] should not have been permitted to upgrade his service package where his signal did not meet the performance requirements for our 10Mbps plansTo this end, Xplornet has agreed to provide a service credit to [redacted] 's account to offset the price difference between his upgraded package and his original 5Mbps plan which has been applied against his early cancellation fee and will be reflected on his final service invoice In closing, Xplornet would like to extend our regrets to [redacted] for any difficulties he's experienced while working to have this matter resolved through our Care Centre and apologize for any inconvenience it may have caused him We hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was dealt with rudley and was advised by xplorenet that I can receive a meg download and that is why I upgraded.I beleive that was their mistake and forcweeks my internet was running at speeds of meg to meg tops I deserve a credit for that week peiod .they are at fault not me Final Business Response / [redacted] (4000, 9, 2015/09/01) */ Thank you for forwarding the updated response provided by [redacted] Xplornet acknowledged in our original response that despite the clear usage benefit [redacted] received from his package upgrade, he should not have been permitted to complete a package change for increased usage on our 10Mbps plan where his signal strength did not meet the package requirementsIn light of this, Xplornet credited [redacted] 's account for the pricing difference; the credits were applied against his early cancellation fee and are reflected on his final invoice To his speed concerns, Xplornet has no record of [redacted] reporting any issues with his service speeds following the upgrade, prior to his decision to proceed with the early cancellation of his accountOur records note we inquired with [redacted] about his speeds on [redacted] when he contacted us following his initial package upgrade on [redacted] to request a further increase to his bandwidth allowance, from 250GB to 500GBAt that time, [redacted] advised us that his speeds were good and at his request, we agreed to increase his bandwidth allowance In closing, Xplornet would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and in crediting his account for the pricing difference we hope he will find this to represent an acceptable resolution Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/10/21) */ 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 ongoing service concerns he's reported with inconsistent connection speedsBased on our review, we'd first like to extend our sincere apologies for the difficulties [redacted] has experienced in recent months and can confirm we have identified a problem that we believe to be causing his service issue We've determined his connection problem is unlikely to be addressed by a further service call and in speaking with [redacted] have advised that we've escalated his issue to our Network teamThey will be monitoring his connection and making adjustments to his receiver's configuration in the interest of improving his service experienceIn the interim, we have agreed to provide [redacted] with a month service credit ( [redacted] , taxes incl.) as a show of good faith and will keep him up to date on the status of our investigation and any adjustments that are made as more updates become available In closing, on behalf of Xplornet we would also like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his continued patience as we investigate his ongoing service concerns Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review After receiving notice of her complaint, Xplornet complete a review of [redacted] 's account based on the concerns she has raised relating to her service charges following an upgrade she completed on [redacted] to increase the monthly bandwidth allowance of her service packageFirst, we would like to extend our apologies for any inconvenience this matter has caused, along with our regrets for any misunderstanding that arose following the receipt of her November service invoice To provide the best service experience for our customers, when a package upgrade is requested we are able to complete the adjustment on the same day however, if the upgrade occurs in the middle of a bill cycle period, the prorated charges associated with the package change are applied to the following months invoiceUnfortunately, in this case it does not appear that this was adequately explained to [redacted] prior to her next invoice being issued and she was not able to make arrangements to facilitate payment for the adjusted amount once it was received In light of this, a representative from Xplornet's Loyalty team spoke with [redacted] along with her [redacted] in the interest of identifying a mutually acceptable arrangement that would allow her to maintain her package upgrade at a reduced monthly rateTo this end, as a gesture of good faith, we have reached an agreement to apply a recurring monthly discount of $ [redacted] to match her original package pricing ( [redacted] and she will retain her increased bandwidth allowance In closing, we would again wish to extend our apologies to [redacted] for her inconvenience and thank her for her patience as we worked to identify a solution to address her billing concerns Sincerely, Xplornet Communications Inc
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for reviewXplornet has spoken with [redacted] regarding the upgraded service packages offered in his areaThe specific package [redacted] referenced in his complaint is not available on his existing satellite service platform however it is available in his area as part of an upgrade option on our HJsatellite networkTo this end, we have reached an agreement with [redacted] to provide a $upgrade of his existing service to our HJsatellite platform and will arrange for his package to be upgraded to the Xplore25/300GB/$119.99+tax plan once the work order for his service conversion has been completedIn closing, Xplornet would further like to extend its regrets for any inconvenience this caused [redacted] and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 6, 2017/05/12) */ Thank you for forwarding the information provided by [redacted] After receiving notice of [redacted] 's complaint, Xplornet completed a review of the account history in light of the concerns she reported with degraded connection speeds while an Xplornet customer and the subsequent fees applied to the account upon termination of the servicePast signal readings on the subscriber module installed at [redacted] 's location show that the signal was strong and meeting the requirements for the service package 'LTE 10/300' that she was subscribed toThis package boasts download speeds up to Mbps with upload speeds up to Mbps with 300GB of monthly usage allowance; our records show that [redacted] used an average of 217GB/month over the last months that she had the service Evaluation of the network that [redacted] connected to shows that the sector is healthy and there are no known issues impacting service experience on this siteTroubleshooting completed by our representatives would suggest that [redacted] 's connection was delivering speeds as intended on her serviceAs is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the Mbps service package she subscribes to as outlined in our terms of service on our websiteThat being said, in acknowledgement that the service was not meeting [redacted] 's expectations, as a show of good faith Xplornet would be willing to waive **% of the fees associated with the cancellation of the accountA credit of $ [redacted] has been applied to the outstanding balance on the account to adjust the amount owing In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) my issue was not the internet it was the home phone not working,so because of this we lost some money on our work from not receiving calls.That is why we cancelled, our phone is very important for our work.We did not know anything about g.b.and towersWould you be willing to settle for [redacted] dollars because of our bussiness losshopefully you will agree to this and this matter can be closed..thanks
Initial Business Response /* (1000, 5, 2016/09/28) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of *** account 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
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in ***' 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 *** that Xplornet is doing everything within our control to improve the network's performance
Xplornet does not presently have a timeframe for when this issue will be rectified but as a sign of good faith we have applied a month credit of $*** (tax incl.) to his account and have increased his existing service discount from $** to $*** is also currently on a month to month term and maintains the option to end his agreement at any time if he remains unsatisfied
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank *** for his patience as we continue to work towards improving the service experience in his area
Initial Consumer Rebuttal /* (2000, 7, 2016/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Thank you for forwarding the information provided by [redacted] In response, Xplornet presents the following for review After receiving notice of [redacted] complaint, Xplornet completed a review of her account history in light of the concerns she's raised relating to her monthly usage and the difficulties she's reported experiencing since completing a conversion to our newly available LTE networkBased on our review, [redacted] service conversion was recommended in the interest of improving her service experience after the difficulties she reported with her previous Expedience system were unable to be resolved In recommending the conversion, Xplornet reviewed the [redacted] ' usage history and where they had not exceeded 75GB in recent months it was believed that our 75GB Limited State LTE plan would meet their usage requirementsAs with all customers on Limited State and Usage Based Billing plans, Xplornet provides Usage Tracking through our Customer Portal allowing customers to monitor and review their usage, and email notifications are sent to customers who approach (80%), reach (100%) and exceed (120%) their monthly bandwidth allowanceOur records confirm all appropriate usage notifications have been sent to the [redacted] based on their usage history As agents have explained to [redacted] , the service is working as intended based on the terms of her service package and she is responsible for monitoring her monthly usage if she wishes to prevent being placed in limited state after exceeding her bandwidth allowanceBased on their concerns, we have recommended they change to a Usage Based Billing plan where their speeds would not be impacted by exceeding their bandwidth allowanceRegrettably, in recommending this option to [redacted] , she declined as she does not wish to pay for their increased bandwidth consumption In closing, while Xplornet regrets any inconvenience this matter has caused the [redacted] , our review has concluded that their service is working as intendedXplornet cannot provide a guarantee that the [redacted] will not exceed their monthly bandwidth allowance as their usage is not within our controlIf they do not feel their current package is meeting their needs, they maintain the option to upgrade to a usage based billing plan which would prevent their speeds from being reduced when they exceed the monthly bandwidth allowance provided by their service package Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Thank you for forwarding the information submitted 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 regarding his service experienceTo this end, we arranged to have a senior technical support representative review his connection and have confirmed his hardware readings are all in line with the requirements for his service package and are not currently indicative of a problem with his signal strength With respect to the concerns [redacted] has raised relating to his connection speeds, Xplornet's Terms of Service outline that while we strive to provide the best possible service experience for our customers due to the nature of the internet network we do not guarantee specific upload or download speeds in light of the numerous factors outside of our control which can impact internet speedOur service is provided on a shared access basis and like all service providers during periods of higher than traffic on the network speeds can be affectedWhere it is our goal to ensure each customer receives fair and consistent access to the internet, recognizing that a small percentage of our customers are responsible for disproportionate share of data usage on our network, to minimize this impact we have implemented traffic management policies to help maintain the best speeds for the majority of customers As a part of the policy, during peak hours (between 8am and 1am local time) traffic to applications that are considered non time-sensitive (such as peer-to-peer file sharing, news groups, and online data storage)are restricted to a peak transfer speed of kbps download and kbps uploadFurther details on the traffic management policies implemented on our 4G Fixed Wireless networks can be review on our website [redacted] Having said this, as a gesture of good faith, Xplornet has agreed to provide [redacted] with a one-time $ [redacted] discount as part of an upgrade to our 25Mbps service package and he has advised he will downgrade the plan at the end of his billing cycle if he does not find the upgrade to be an improvementWe would also note that if he continues to experiencing issues with his connection speeds and believes there to be an issue with his signal or rental hardware we would encourage him to reach out to our Care Centre [redacted] to speak with a technician to diagnose the issue in real timeWhere [redacted] 's system is under warranty, if any hardware or signal related issues are identified a work order will be sent to rectify the issue In closing, Xplornet would like to extend our regrets to [redacted] for the difficulties experienced and hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc
Final Consumer Response / [redacted] (2000, 8, 2017/02/10) */ Hi, Just a short note to thank you for your efforts on this file I have not heard directly from XplornetBUTa credit was applied to my credit card on February 3rd and I now consider this file closed!! You have accomplished more in under a week than I could in months!! Thanks again!! Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised regarding a conversion to our LTE networkFirst, 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 his concernsBased on our review, [redacted] 's service conversion was recommended after installers were unable to reestablish signal on his original platform which necessitated an upgrade to our new LTE network At this time we are confident [redacted] will be satisfied with the upgrade however we understand his concern surrounding the increase monthly price and move to a service plan with a monthly bandwidth allowanceTo this end, Xplornet had a senior technical representative from our Care Centre reach out to [redacted] to discuss his concerns and highlight the benefits associated with the new service; noting that his new package speeds would be more than double that of his original plan and the bandwidth allowance was significantly greater than what his usage history has reflected during his highest usage months Further to this, recognizing [redacted] has been a longstanding customer in good standing we've also agreed to provide him with a recurring $ [redacted] service discount for the next months on his new service package [redacted] in turn has indicated he is satisfied with the arrangement we've reached and we greatly appreciate his continued loyalty as a valued Xplornet customer In closing, we would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and hope he will find this to represent an acceptable response to his complaint Sincerely Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Thank you for forwarding Mrs [redacted] 's complaint to our attentionIn response to her concerns, the following is available for review Following the receipt of Mrs [redacted] 's complaint, Xplornet completed a review of her account history in light of the service concerns raised relating to the difficulties she's reported experiencing on her current satellite platformBased on our assessment we have confirmed that recent upgrades have been completed to bring our latest Fixed Wireless 4G LTE technology to the area, and have since followed up with Mrs [redacted] to review updated service options In speaking with Mrs [redacted] , we have reached an agreement allowing her to upgrade to the new platform without a renewed contract commitment and will continue to honor the $30/month recurring discount provided on her account, until [redacted] '**Xplornet has also agreed to cover the cost of a site survey to ensure they are able to qualify for the service, and a work order has been issued for their conversionShould they be unable to attain service on our LTE network, Xplornet will not seek early termination fees based on their initial agreement, allowing the [redacted] 's to finalize their account without penalty In closing, we hope Mrs [redacted] will find this to represent a satisfactory response to her concerns and extend our thanks for her patience as we work to have her service conversion completed Sincerely, Xplornet Communication Inc
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
Initial Business Response / [redacted] (1000, 5, 2017/07/24) */ 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 service concerns he's reported experiencingBased on our review and subsequent investigation by our network team, we identified an issue on the access point he connects to for serviceField technicians were dispatched over the weekend to complete repairs and we are monitoring the network's status to verify the issue has been resolved In conclusion, on behalf of Xplornet we would like to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for providing his feedback on his service concerns Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still not repair as of tuesday morningStill disconnects ! Modem goes out zero or very little upload spedd! Final Business Response / [redacted] (4000, 10, 2017/07/31) */ Thank you for forwarding the additional feedback provided by [redacted] to our attention As noted in our initial response, Xplornet identified an issue impacting the access point [redacted] connects to for serviceUnfortunately, after monitoring the adjustments that were made on the tower to address the issue we've found the problem has persisted and our Network Team is continuing to monitor the issue as part of their ongoing investigationRegrettably, we do not currently have an estimated timeframe for resolution In the interim, as we continue our investigation we have applied a month credit to [redacted] 's account in good faith and Xplornet will keep him apprised of any further developments as they are available Thank you, Xplornet Communications
Initial Business Response / [redacted] (1000, 10, 2016/01/05) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response the following is available for review After receiving notice of [redacted] 's complaint, Xplornet reviewed his account in light of the concerns he's reportedFirst, we would like to extend our regrets to [redacted] for the difficulties he's reported following the shutdown of his existing satellite service along with our apologies for any inconvenience this matter has caused him At the time of our response, we can confirm [redacted] 's outstanding balance has been waived and his account is now closed with a $final balanceNo action was taken to provide any information relating to this matter to a credit agency and [redacted] should not expect to receive any further communication where his account has been finalized In closing, we would again wish to extend our regrets to [redacted] for any inconvenience this matter has caused and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response Thank you, 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. Once I receive a revised invoice I will pay the balance. Thank you, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review After receiving notice of his complaint, Xplornet completed a review of the [redacted] 's account in light of the concerns he's reported relating to his service experience and the information he was provided by a sales agent prior to subscribing to our serviceFirst, we would like to extend our regrets to [redacted] for any information he feels was misrepresented by the sales agent he spoke with and apologize for any inconvenience this matter has caused himWe can assure him that we take these concerns seriously and management has addressed this matter with the agent he dealt with to prevent any similar situations from arising in the future The information potential customers are provided when speaking with a sales agent is based on an overview of the service packages available at their location once it is verified they are within an acceptable range of our networkThe specific level of service a customer can attain cannot be verified until an on-site assessment is completed and the service is installedAs with all customers, [redacted] was advised if the service did not meet his expectations he would be under no obligation to maintain the service under Xplornet's [redacted] day money back guarantee policy Following his installation, [redacted] contacted our Care Centre to report concerns with his connection speeds and our technical representatives endeavored to improve his service experienceIn completing a review of [redacted] 's system readings, they were able to confirm his signal level met the requirements for his service package, but identified an issue with how his package was being mapped to our network and believed this to be the cause of his service concernsUnfortunately, once this issue was corrected, [redacted] reported that he did not see an improvement to his speeds in the evenings which after further investigation has been determined to be caused by increased network usage during peak service hours on the networkWhile our technicians have explained to [redacted] that; pursuant to our Terms of Service (Sec"The Service & Speed), Xplornet does not guarantee specific service speeds, we are committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their location At the time of our response, Xplornet can confirm that we are in the process of investigating the peak hours service experience on the panel [redacted] connects to but presently we do not have an update on a potential resolutionTo this end, in good faith, Xplornet has adjusted [redacted] 's service charges to apply a recurring $ [redacted] discount to reflect the costs associated with our LTE-10Mbps package while he maintains his current LTE-25Mbps package until the issue can be resolvedFurther to this, Xplornet will also commit to extending [redacted] 's money back guarantee period by an additional [redacted] days to January 25, allowing him additional time to finalize his account for a refund if he remains unsatisfied with the service In closing, we would again wish to extend our sincere regrets for any inconvenience this matter has caused [redacted] and thank him for bringing his concerns to our attentionWe hope he will find this to represent an acceptable response and appreciate the feedback he has provided on his experience Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (**00, 12, 2016/01/04) */ Good morning, I apologize for not getting back you by the day deadline but unfortunately with the holidays, I fell behind I have also been waiting over weeks for the company to respond to additional concerns that have come up Additional issues on this file include: - I have seen my performance levels, confirmed by Xplornet support staff, drop to approximately mbps in the evenings This is 4% of my stated plans maximum and would not even allow me to watcha minute [redacted] video without it stalling multiple times to the point where I gave up It is also only 20% of the stated max of Xplornet's lowest level package and yet the company feels justified in still charging me a premium even with the discount - Daytime rates have dropped significantly This is the period when I was told by support staff that I should log on because I would experience the stated maximum of my plan - so at no time is the company able to deliver close to my plans stated maximum Or even half that rate - The company has proceeded to charge me the full amount even though it has stated here that it would apply a $ [redacted] discount on an ongoing basis until the company was able to resolve the issues I have not seen any refund processed - The support staff have told me that mbps or 4% of my stated maximum is an acceptable level of regular performance under my plan according to company policy, however, they refuse to confirm this in writing or allow me to speak to a manager - The company in its response stated that I was told that I would have a [redacted] day refund period That is correct, however, I specifically questioned that company on capacity and whether or not they had adequate capacity to take on additional clients I was informed that they had more than sufficient capacity in the area and that there would be no issue with delivering the stated maximum rates at all times I asked on peak hour policies I informed the company that I did not want to proceed with incurring the cost of switching providers if they had insufficient capacity or were unable to get a stable and reliable signal I informed the service agent that I was more than willing to pay the site assessment fee to determine if I was in a good location, provided that we only proceed with switching if a strong signal could be obtained to provide me with reliable service I informed the company prior to agreeing to the service that in no way did I want to proceed if they had insufficient capacity or were unable to get a strong service I also informed the technician of this fact when he came to do the site assessment [redacted] and now I am expected to bear the cost of paying more for less This is explicitly what I told them I did not want to do prior to signing up as I was on a month to month contract I will incur significant cost or be forced to sign into another contract to reestablish my prior service - The company continues to aggressively advertise its services in my area and that it can rovide plans with up to mbps download speeds when it has admitted its response that it does not have the capacity to deliver these services This is to the determent of existing clients as it will put additional strain on the network and result in even slower transfer rates for existing clients - which is what I am experiencing [redacted] Final Business Response / [redacted] (4000, 14, 2016/01/11) */ Thank you for forwarding [redacted] 's rebuttal to our attentionIn response, the following is available for review Xplornet has acknowledged we are aware of high traffic volume on the tower; specific to the access panel [redacted] connects to for internet service, which can have an impact on his connection speeds during periods of heavy usage on the networkOur Network and Engineering teams are working toward a solution to this issue however we do not currently have an updated timeframe on when it will be resolved and will notify [redacted] once any additional details are available With respect to [redacted] 's experience prior to his installation, while the service information provided by sales agents is based on an overview of the package options available at a customer's location, the specific level of service a customer can attain cannot be verified until their installation is completedTo this end, we would again like to reiterate our apologies for any information that he feels was misrepresented by the sales agent he spoke withAs we've noted, [redacted] 's concerns were escalated to management who have addressed the matter with the agent and we again extend our regrets for any inconvenience this has caused In compensation for the ongoing difficulties he has reported, Xplornet has agreed to provide [redacted] with a recurring $ [redacted] monthly discount until the issue is addressed, and have extended his [redacted] day money back guarantee period by a full [redacted] days to provide him with additional time to determine if he wishes to maintain the serviceThe credit was applied to [redacted] 's account in December and was reflected on his December 25th service invoice As an additional gesture of good will, Xplornet has requested our billing department credit [redacted] 's account for his initial one time activation fee of $ [redacted] Further to this, if [redacted] continues with our service following the completion of his extended [redacted] day money back guarantee period Xplornet will waive the remainder of his year service agreement, allowing him to maintain the option to finalize his account without penalty if he remains unsatisfied with his service experience In closing, on behalf of Xplornet we would wish to extend our apologies for any frustration this issue has caused [redacted] and thank him for his patience as we continue to work towards a resolution to this matter Thank you, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, **16/02/05) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for review After receiving notice of his complaint, Xplornet completed a review of [redacted] 's account based on the concerns he's raised surrounding his service experience having recently been installed on our High Throughput Viasat satellite network on [redacted] First, we would like to extend our apologies for any delays to his installation and for the poor experience he's noted in dealing with an agent from our Care CentreWith respect to his service concerns, Xplornet arranged to have a senior technical representative complete an assessment of his system readings to determine if there were any identifiable issues being reported through his rental hardware In reviewing [redacted] 's system statistics they were able to verify that his service readings met all the minimum requirements for his service package but noted that periods of heavy traffic on the network may impact his experience during peak service periodsWhere our services are provided on a shared access basis we have explained to [redacted] that during period of higher than use on the network service speeds can be impacted however we do have policies in place in the interest of ensuring that each Xplornet customer receives fair and consistent access to the Internet To this end, in speaking with [redacted] a technical supervisor has provided him with an overview of our traffic management practices and how he can manage his usage to improve his service experienceFurther to this, where Xplornet is in the process of implementing a new traffic management policy on our 4G Satellite networks, coming into place on February 23rd, we have also provided [redacted] with information on how the new policies may improve his experienceFor additional information on Xplornet's Internet Traffic Management policies, including details of the upcoming changes that are set to be implemented on [redacted] , [redacted] To this end, recognizing [redacted] is currently within his initial day money back guarantee period in order to provide him an opportunity to experience the service following these upcoming changes we have extended his day guarantee period to [redacted] And, as a sign of good faith we have also agreed to extend the initial $ [redacted] monthly discount he received as part of his initial service promotion for an additional month period In closing, on behalf of Xplornet we would again wish to thank [redacted] for bringing his concerns to our attention and for taking the time to speak with us about the issues he's been experiencingWe hope he will find this to represent an acceptable response Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (**00, 7, **16/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept there response for one main reason, I received a call from a very good tech support, than I called back to explornet as I was unavailable to take there call as I was coming home from work I called and spoke with a very respectful, realistic person that was kind and understandingShe ran through test, [redacted] was understanding on how I feel and best of all she gave me a answer! A honest answer The beam that I am on is full- generally 80-100% full and it's very very heavy trafficI had clear sky's, new os system , no virus etc and she never tried to hide the truth or bluff or hide behind anythingShe said sorry it's just the traffic usuage, it's not us it's not you , were not throttling [redacted] etc and she explain how there throttling works, along with new traffic managment Over all, I'm happy on how xplornet called and showed genuine respect and acknowledge the problem and hopefully with there new satilite it will help the congestion we face Thanks to the Revdex.com for spending time reviewing and forwarding my complainBut also posting a resolution as it is fair to do so So on a final note, for those who are upset with xplornet, they did try to resolve the problem, just try again, speek with a senior tech because they know there stuff
Initial Business Response / [redacted] (**00, 5, 2016/01/22) */ Thank you for forwarding the information submitted by [redacted] to our attentionIn response, the following is available for review After receiving notice of their complaint, Xplornet completed a review of the [redacted] s' account history to investigate the difficulties they've reported with their connection speedsFirst, we would like to extend our regrets for any inconvenience this matter has caused and thank them for bringing their concerns to our attentionBased on our review, we have identified that the network they connect to for service does experience periods of high usage which can have an impact on connection speeds As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in their 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 to ensuring we provide the best service experience possible for our customersXplornet's network operations team is monitoring the issue and we can assure the [redacted] s that we are doing everything within our control to resolve this matter At this time Xplornet does not have a specific time frame for when this issue will be rectified and regret that this matter has been a source of frustration for the [redacted] sIn the interim, while we continue to work towards addressing the issue, Xplornet has placed an additional week credit on their account along with a recurring $ [redacted] service discount for the next months, both of which will be visible on their next invoice and we will continue to provide them with updates as they are available when contacting our Care Centre In closing, we would again wish to extend our regrets to the [redacted] s 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 endeavor to make improvements to the network Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Xplornet's response is satisfactory, provided that they follow through with their promise to work toward providing good service We will accept the discount offered as a temporary means of compensation for the lack of service, in hopes that we will eventually receive the service we expected It is unfortunate that we have to get Revdex.com involved in order to get a serious response, but having tried numerous times to get Xplornet to take us seriously, we felt this was the only way [redacted]
Thank you for forwarding the information provided by [redacted] *** Xplornet would like to apologize for any inconvenience or hardship that [redacted] has experienced as a result of degraded connection speeds on his fixed wireless serviceUpon receipt of [redacted] ***’s complaint, a thorough review of the account history has been completed in order to address the concerns outlined in his complaint to the Revdex.com Review of the rental hardware installed at [redacted] ***’s location shows that the requirements for the service package he subscribes to are being met and that everything is operating as expectedThat being said, Xplornet acknowledges that during periods of higher utilization on the network [redacted] may experience some degradation in his service experienceTo provide additional coverage and capacity to the networks in [redacted] ***’s area, Xplornet has recently upgraded the tower that he connects toAdditional panels of Xplornet’s LTE fixed wireless service have been added to his tower to provide overlapping coverage and additional capacityIf [redacted] remains unsatisfied with his services, Xplornet would recommend sending a work order to swap his hardware to the new GHz LTE fixed wireless hardware and repoint to one of the new sectorsTo have a local service technician dispatched to [redacted] ***’s home to complete the hardware change, we would ask that he call Xplornet at his earliest convenience to set up a work orderXplornet is available 24/7/to best assist In closing, on behalf of Xplornet, I would like to thank [redacted] for his patience and understanding as we work towards determining a satisfactory resolution to his service concerns.Sincerely,Xplornet Communications
Initial Business Response / [redacted] (1000, 5, 2016/09/01) */ 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 reported following the recent servicing of his work orderFirst, we would like to extend our apologies for the difficulties [redacted] experienced along with our regrets for any impact his loss of service had [redacted] Based on our review we've identified that following the completion of his initial work order a secondary issue with his rental system's power supply/modem was reported and required they be replacedA new work order was issued on August 16th and after speaking with a supervisor on August 19th & 23rd Xplornet agreed to cover [redacted] 's repair costs along with any possible mileage charges while working to expedite his service call The modem and power supply were replaced on August 24th and the supervisor handling his case was able to confirm his service was restored after following up August 25thIn light of the difficulties he experienced, Xplornet has subsequently placed a month credit of [redacted] (tax incl.) on [redacted] 's account which will be visible on his next month's invoice In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this matter caused and thank [redacted] for his patience as we worked to restore his connection Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Thank you for forwarding the information provided by [redacted] in his complaintWe have reviewed the concerns raised and the following is available for review Following the receipt of his complaint, Xplornet completed a review of [redacted] 's account history in light of the concerns he's raised regarding his recent service upgrade and the early cancellation fee billed subsequent to the cancellation of his Xplornet accountBased on our review, we've identified that [redacted] signed up for service on Xplornet's Xtremelimited state package on a year contract; providing downloading speeds up to 5.0Mbps, upload speeds up to 1.0Mbps, a 100GB monthly bandwidth allowance, at special discounted promotional rate of [redacted] ) per month Our records document that following his installation [redacted] completed the activation of his account through Xplornet's Customer Activity Centre on [redacted] , at which time he confirmed and acknowledged his acceptance of all account information and payment details, along with his acceptance to Xplornet Terms of Service, including Section 11, Early CancellationTo this end, Xplornet will not be able to waive [redacted] 's early cancellation fee where he has chosen to finalize his agreement prior to the completion of his service term In response to his concerns regarding his recent service upgrade, [redacted] first contacted Xplornet to discuss upgrading his service package on [redacted] at which time an agent noted his signal would not support an upgrade to our 10Mbps plansThe decision to increase [redacted] 's service package was made when he contacted us on [redacted] , following a service outage to advise he'd received a promotion from a competitor who was offering a larger monthly bandwidth allowance on a similar 5Mbps service plan Where Xplornet did not offer a higher monthly bandwidth allowance on our 5Mbps plans, recognizing it had been explained to [redacted] that he would not be able to attain the 10Mbps speeds, in good faith the agent agreed to make an exception in the interest of increasing his monthly bandwidth allowance from 100GB to the 250GB available on the higher package ( [redacted] ) Based on his usage report, [redacted] did receive a notable benefit from the increase and called in less than a week later, on [redacted] to have his package upgraded again, increasing his monthly bandwidth allowance from 250GB to 500GB ( [redacted] ) Having said this, Xplornet recognizes [redacted] should not have been permitted to upgrade his service package where his signal did not meet the performance requirements for our 10Mbps plansTo this end, Xplornet has agreed to provide a service credit to [redacted] 's account to offset the price difference between his upgraded package and his original 5Mbps plan which has been applied against his early cancellation fee and will be reflected on his final service invoice In closing, Xplornet would like to extend our regrets to [redacted] for any difficulties he's experienced while working to have this matter resolved through our Care Centre and apologize for any inconvenience it may have caused him We hope he will find this to represent an acceptable response to his complaint Sincerely, Xplornet Communications Inc Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was dealt with rudley and was advised by xplorenet that I can receive a meg download and that is why I upgraded.I beleive that was their mistake and forcweeks my internet was running at speeds of meg to meg tops I deserve a credit for that week peiod .they are at fault not me Final Business Response / [redacted] (4000, 9, 2015/09/01) */ Thank you for forwarding the updated response provided by [redacted] Xplornet acknowledged in our original response that despite the clear usage benefit [redacted] received from his package upgrade, he should not have been permitted to complete a package change for increased usage on our 10Mbps plan where his signal strength did not meet the package requirementsIn light of this, Xplornet credited [redacted] 's account for the pricing difference; the credits were applied against his early cancellation fee and are reflected on his final invoice To his speed concerns, Xplornet has no record of [redacted] reporting any issues with his service speeds following the upgrade, prior to his decision to proceed with the early cancellation of his accountOur records note we inquired with [redacted] about his speeds on [redacted] when he contacted us following his initial package upgrade on [redacted] to request a further increase to his bandwidth allowance, from 250GB to 500GBAt that time, [redacted] advised us that his speeds were good and at his request, we agreed to increase his bandwidth allowance In closing, Xplornet would again wish to extend our regrets for any inconvenience this matter may have caused [redacted] and in crediting his account for the pricing difference we hope he will find this to represent an acceptable resolution Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2016/10/21) */ 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 ongoing service concerns he's reported with inconsistent connection speedsBased on our review, we'd first like to extend our sincere apologies for the difficulties [redacted] has experienced in recent months and can confirm we have identified a problem that we believe to be causing his service issue We've determined his connection problem is unlikely to be addressed by a further service call and in speaking with [redacted] have advised that we've escalated his issue to our Network teamThey will be monitoring his connection and making adjustments to his receiver's configuration in the interest of improving his service experienceIn the interim, we have agreed to provide [redacted] with a month service credit ( [redacted] , taxes incl.) as a show of good faith and will keep him up to date on the status of our investigation and any adjustments that are made as more updates become available In closing, on behalf of Xplornet we would also like to extend our regrets for any inconvenience this matter has caused [redacted] and thank him for his continued patience as we investigate his ongoing service concerns Sincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ Thank you for forwarding the information provided by [redacted] to our attentionIn response, Xplornet provides the following for review After receiving notice of her complaint, Xplornet complete a review of [redacted] 's account based on the concerns she has raised relating to her service charges following an upgrade she completed on [redacted] to increase the monthly bandwidth allowance of her service packageFirst, we would like to extend our apologies for any inconvenience this matter has caused, along with our regrets for any misunderstanding that arose following the receipt of her November service invoice To provide the best service experience for our customers, when a package upgrade is requested we are able to complete the adjustment on the same day however, if the upgrade occurs in the middle of a bill cycle period, the prorated charges associated with the package change are applied to the following months invoiceUnfortunately, in this case it does not appear that this was adequately explained to [redacted] prior to her next invoice being issued and she was not able to make arrangements to facilitate payment for the adjusted amount once it was received In light of this, a representative from Xplornet's Loyalty team spoke with [redacted] along with her [redacted] in the interest of identifying a mutually acceptable arrangement that would allow her to maintain her package upgrade at a reduced monthly rateTo this end, as a gesture of good faith, we have reached an agreement to apply a recurring monthly discount of $ [redacted] to match her original package pricing ( [redacted] and she will retain her increased bandwidth allowance In closing, we would again wish to extend our apologies to [redacted] for her inconvenience and thank her for her patience as we worked to identify a solution to address her billing concerns Sincerely, Xplornet Communications Inc
Thank you for forwarding the information provided by [redacted] to our attentionIn response, the following is available for reviewXplornet has spoken with [redacted] regarding the upgraded service packages offered in his areaThe specific package [redacted] referenced in his complaint is not available on his existing satellite service platform however it is available in his area as part of an upgrade option on our HJsatellite networkTo this end, we have reached an agreement with [redacted] to provide a $upgrade of his existing service to our HJsatellite platform and will arrange for his package to be upgraded to the Xplore25/300GB/$119.99+tax plan once the work order for his service conversion has been completedIn closing, Xplornet would further like to extend its regrets for any inconvenience this caused [redacted] and hope he will find this to represent an acceptable response to his complaintSincerely, Xplornet Communications Inc
Initial Business Response / [redacted] (1000, 6, 2017/05/12) */ Thank you for forwarding the information provided by [redacted] After receiving notice of [redacted] 's complaint, Xplornet completed a review of the account history in light of the concerns she reported with degraded connection speeds while an Xplornet customer and the subsequent fees applied to the account upon termination of the servicePast signal readings on the subscriber module installed at [redacted] 's location show that the signal was strong and meeting the requirements for the service package 'LTE 10/300' that she was subscribed toThis package boasts download speeds up to Mbps with upload speeds up to Mbps with 300GB of monthly usage allowance; our records show that [redacted] used an average of 217GB/month over the last months that she had the service Evaluation of the network that [redacted] connected to shows that the sector is healthy and there are no known issues impacting service experience on this siteTroubleshooting completed by our representatives would suggest that [redacted] 's connection was delivering speeds as intended on her serviceAs is the nature of the service, where it is a shared service broadcasting wirelessly off of a tower, Xplornet does not guarantee speeds and provides speeds 'up to' the Mbps service package she subscribes to as outlined in our terms of service on our websiteThat being said, in acknowledgement that the service was not meeting [redacted] 's expectations, as a show of good faith Xplornet would be willing to waive **% of the fees associated with the cancellation of the accountA credit of $ [redacted] has been applied to the outstanding balance on the account to adjust the amount owing In closing, on behalf of Xplornet, I would like to express our apologies for any inconvenience or hardship that this matter has caused and thank [redacted] for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint Sincerely, Xplornet Communications Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) my issue was not the internet it was the home phone not working,so because of this we lost some money on our work from not receiving calls.That is why we cancelled, our phone is very important for our work.We did not know anything about g.b.and towersWould you be willing to settle for [redacted] dollars because of our bussiness losshopefully you will agree to this and this matter can be closed..thanks
Initial Business Response /* (1000, 5, 2016/09/28) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of his complaint, Xplornet completed a review of *** account 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
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in ***' 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 *** that Xplornet is doing everything within our control to improve the network's performance
Xplornet does not presently have a timeframe for when this issue will be rectified but as a sign of good faith we have applied a month credit of $*** (tax incl.) to his account and have increased his existing service discount from $** to $*** is also currently on a month to month term and maintains the option to end his agreement at any time if he remains unsatisfied
In closing, on behalf of Xplornet we would like to extend our regrets for any inconvenience this matter has caused and thank *** for his patience as we continue to work towards improving the service experience in his area
Initial Consumer Rebuttal /* (2000, 7, 2016/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)