Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of billing miscommunications regarding her Xplornet accountUpon receipt of *** ***’s complaint, a thorough
review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com
In review of the account, Xplornet has noted that a credit for one month’s service has been applied to *** ***’s new account in acknowledgement of the concerns that she has previously addressedIn addition, Xplornet would agree to refund the amount of three months service on the old account back to the payment method on fileA credit of $+ taxes has been applied to the account and will be refunded within 5-business daysXplornet would also agree to write off the hardware as *** *** no longer resides at the location the services were installedAs such, *** *** is not responsible for making arrangements to recover the equipment
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 10, 2017/02/02) */
Thank you for bringing the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account in light of
the concerns she's raised regarding her service package optionsBased on our review, we've identified *** was subscribed to a grandfathered Xplore 'Limited State' package, providing a monthly bandwidth allowance of 100GB which she's indicated is not sufficient for her needs
Through numerous calls to our Care Centre, Xplornet has explained to *** that she is on the highest service package available and made recommendations on how she can manage her usage in the interest of improving her experienceAll Xplornet customers are provided with access to a usage tracker to monitor their bandwidth consumption and email notifications are sent as they approach and reach their monthly bandwidth allowanceIn good faith, we have reset her usage allowance on three separate occasions and have provided her with the option of adding a secondary service at her residence or moving to a usage based billing plan that would not slowdown her connection once her bandwidth allowance was reached
As *** has noted, where we cannot continue to reset her usage when she exceeds her bandwidth allowance, she's agreed to move to our Xplore 5/50GB plan which is the highest usage based billing package currently available at her locationWe have provided *** with a month credit to assist with any usage charges she may incur which is in addition to the $** recurring discount she is currently receiving on her account
While we do not currently have any alternative usage based billing service options available at ***'s location we can assure her we are always in the process of evaluating our service offerings and understand the increasing demand for greater bandwidth allowancesTo this end, we are continuing to invest heavily in our satellite networks having partnered to launch next generation satellite services and look forward to providing *** with details on our future package options as more information becomes available this spring
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/03/27) */
Thank you for forwarding the information provided by ***
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by *** in her complaint to the Revdex.com
Our records
show that *** contacted Xplornet on March 18, 2017, to inquire about the invoices and subsequent payments withdrawn from her accountUnfortunately our records did not reflect any request to terminate services in September and as such the account was cancelled as of the day *** contacted XplornetIn discussion with a supervisor on March 21, 2017, Xplornet agreed to refund *** the amount of $*** for months serviceAs outlined in Xplornet's End User Agreement, in Section 9, 'payments', "All charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old." ***
As a show of good faith, Xplornet is prepared to refund *** in the amount of two additional month's serviceA refund request of $*** has been submitted to the billing department and will be returned to the default method of payment listed on ***'s accountThe refund request should be completed within 5-business days
In closing, on behalf of Xplornet, I would like to thank *** for her patience and understanding as we work towards determining satisfactory resolution to her complaintIf *** has any further questions, comments, or concerns, we would ask that she contact us at her earliest convenience - we are available 24/7/at*** to best assist
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/02/08) */
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 ***'s account in light of
the concerns he's raised relating to his connection speed and service signalBased on our review, Xplornet recently completed a work order to realign ***'s rental hardware after a technician identified his signal had degradedIn completing the work order, the installer was able to improve ***'s reception and verified that he was meeting the signal level requirements for his service package
That being said, Xplornet has also identified that the network *** connect to for service does experience periods of higher than usage which can have an impact on his connection speedsAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in the Kovachs' 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 Kovachs that we are doing everything within our control to resolve this matter
Regrettably, Xplornet does not currently have a specific time frame for when this issue will be rectified but in the interim, we have placed a one month credit ($*** before tax) on the Kovachs' account along with a recurring $** monthly service discount for the next months, both of which will be visible on their next invoice
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue to investigate this matter
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was no option to partially accept this resolution but since it is something I am obligated to say "yes"I appreciate the $** recurring discount for months, that somewhat makes up for the lack of service I have receivedI don't fully accept Xplornet's response about the high usage slowing my connection down because as I said before my CINR values were around when first installed and my service was excellentBut since my signal has dropped so has my speeds, I think that's the correlation that needs to be addressed by XplornetHowever, since the last service call my connection has improved from dismal to at least something that I can useI can now frequently get speeds of to MB/S, but that is still much less than the that I am paying for
In the meantime I will gladly accept the $** recurring credit and I thank Xplornet for thisI will continue to monitor my connection and hopefully once improvements are made to the system my speeds will be closer to my package of 10mbps
I would recommend to Xplornet that they not over sell their towers so that every customer using their service may enjoy their full package 90% of the time***
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of billing miscommunications regarding her Xplornet accountUpon receipt of *** ***’s complaint, a thorough
review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com
In review of the account, Xplornet has noted that a credit for one month’s service has been applied to *** ***’s new account in acknowledgement of the concerns that she has previously addressedIn addition, Xplornet would agree to refund the amount of three months service on the old account back to the payment method on fileA credit of $+ taxes has been applied to the account and will be refunded within 5-business daysXplornet would also agree to write off the hardware as *** *** no longer resides at the location the services were installedAs such, *** *** is not responsible for making arrangements to recover the equipment
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/06/13) */
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 ***'s account history in
light of the concerns he's raised regarding his hardware recovery and delays he experienced while awaiting his refundFirst, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for the delay he experienced while awaiting his refund once we verified the return of his rental hardware
Based on our review, we have confirmed through our billing department that the $*** hardware charge billed to ***'s account has been reversed with a refund being issued to his bank account on June 2nd, *** should now be in receipt of his refund, however if he should have any further questions or concerns relating to his account we would encourage him not to hesitate to contact our Care Centre for further assistance
In closing, on behalf of Xplornet we would again wish to extend our apologies for any inconvenience this issue caused *** and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their apology and I appreciate the means they took necessary to get my money returned to meI have received my money back, which was my overall goal
***
***
***
***
Initial Business Response /* (**00, 5, **16/09/21) */
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 ***'s account history in light
of the concerns he's reported with his connection speedsBased on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused ***
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's connection, our Network and Engineering teams are working to address the issue and we can assure *** that Xplornet is doing everything within our control to improve the network's performance
With that being said, Xplornet does not presently have a specific timeframe we're able to provide *** for when this issue will be rectified however in the interim, as a show of good faith we have placed a month service credit ($***) on his account and have increased the recurring monthly discount he is receiving from $** to $** which he will continue to receive until the issue has been resolved
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience the problems with his connection speeds have caused and thank him for his patience as we continue to work towards improving his service experience on the network
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 7, **16/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the "good faith" gesture provided by Xplornet with the understanding this issue will be remedied in the near future
***
Initial Business Response /* (1000, 6, 2016/05/06) */
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 ***'s account in light of
the concerns he has reported with his connection speedsBased on our review, we've identified that *** is currently receiving service from our Viasat Satellite network on the Xplorepackage, providing speeds up to 10Mbps download and up to 1Mbps upload with a 75GB monthly bandwidth allowanceA senior technician has completed an assessment of *** rental system to confirm his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network during peak service periods which can have an impact on his speeds
As with any internet service, slowdowns during periods of heavy usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed providing the best service experience possible for our customer and can assure *** that we are doing everything within our control to improve network performance
While we do not have a specific timeframe for a resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on next generation satellites, the first of which is scheduled to launch later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have increased the month discount *** has been receiving from $** to $** and we will continue to keep him aware of any updates when contacting our Care Centre
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this issue has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 8, 2016/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/08/11) */
Thank you for forwarding the information provided by ***
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in her complaint
Our records show
that *** contacted Xplornet to move her services on June 11, 2017, as she would need services at her new location as of July 28, A work order was dispatched to a local service technician to check for line of sight at ***'s new location however we determined that they would be unable to install satellite or fixed wireless services due to heavy tree lines in the areaAs the contract is assigned to the install location, *** was advised that cancellation fees of $**/month x the remaining months left on the contract would apply when the account was terminated
As *** made a good faith attempt to move her Xplornet services to her new location and was not able to install services, Xplornet would be willing to waive the termination fees associated with the account cancellationA credit of $***+taxes has been applied to the account and has off-set any outstanding balance remaining on the accountIf *** has any further questions, comments, or concerns, we are available 24/7/at *** to assist
On behalf of Xplornet I would like to extend our apologies for any inconvenience or hardship that this matter may have caused *** and anticipate the aforementioned credit will resolve her complaint and address her concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is exactly the response I wanted
Initial Business Response /* (1000, 5, 2016/11/10) */
Thank you for forwarding the information provided by *** to our attention
After receiving notice of his complaint, Xplornet completed a review of ***'s account historyBased on our review, we would first like to extend our
apologies to *** for the difficulties he's experienced and confirm that we will not seek to hold him to his contract commitment
*** will not be responsible for an early cancellation fee and at his request we have proceeded with the cancellation of his accountA work order has been issued to recovery the Xplornet rental hardware in his possession and once completed a refund will be issued back to his credit card for any service charges billed after ***
In closing, on behalf of Xplornet we would again wish to apologize to *** for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for forwarding the information provided by Mr*** and Mrs*** in their complaintWe have reviewed the concerns raised and the following is available for review
On behalf of Xplornet we would first like to apologize for
the lack of response they received to their included May 7th email to our support inboxIn reviewing their account history, an agent from our Care Center did respond to the message the following day; however our records show the e-mail address noted in the response was entered incorrectly and would not have reached themWe sincerely regret this oversight in response to their concerns and have placed a month credit on their account as a gesture of good willThe credit will be visible on their next monthly invoice
Xplornet would also assure them that we take their concerns seriously and are always in the process of reviewing and evaluating the customer experience provided by our servicesTo this end, we have recently made a series of improvements to the network on the beam servicing their area which our network team confirmed has shown a significant improvement toward bandwidth availability and overall capacity on the networkUnfortunately, certain technological limitations, such as latency; which can impact performance of virtual private network applications, are inherent to the nature of the service
Where our records show Mrs*** uses a VPN through the service, we would note that some customers have been able to improve their performance by having a static IP address added to their accountAnd, in the interest of improving her experience, we would be willing to offer her a free month trial ($9.99/month) on a static IP to allow her to test if she notes any improvement to her experienceWe have also reviewed alternate service options available in the area, and can confirm there is a Fixed Wireless tower in range but due to potential line of sight issues at their location we cannot confirm its availability without completing a site surveyIf they are interested in this option, Xplornet would be willing to cover the cost of having a technician sent to test for an acceptable signal
In response to their comments surrounding funding Xplornet has received from the Government of ***, Xplornet is partnered to participate in the Central *** Satellite program as part of their Final Mile Rural Connectivity InitiativeThe program was designed to reduce the distance and installation costs associated with the adoption of satellite internetIt is targeted to specific areas, for people living in unserved rural and remote areas of central *** and our coverage records show the program does not cover the area associated with their Xplornet services
Having said this, we are committed working with them to ensure they're receiving the best service experience we are able to provide and have requested a senior technician follow up with them this weekend to further discuss their options and any ongoing service concerns they are experiencing with their connection
In closing, we would again wish to extend our regrets to Mr*** and Mrs*** for any inconvenience this matter has caused and hope they will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
My wife spoke to Xplornet late last week regarding this issue, and the long and the short of it was that they offered us a one-month creditWhile appreciated, it did not address the crux of the issue which is the slow to sometimes non-existant service during business hoursThe person that my wife spoke to did mention the static IP address item and she was told that someone from Xplornet's Technical Group would contact us this past Sunday to set up the trial of the static IP
Although we were home, we did not receive nor have we yet received a call to dateWe refrained from responding to the Revdex.com's request prior to today as we were hoping that Xplornet would assist potential solution of the static IP addressThanks in advance
Final Business Response /* (4000, 9, 2015/06/19) */
Thank you for forwarding Mr***'s response
First, we would like to extend our apologies for our technician not being able to reach out to Mr*** on the date specified when we originally spoke with Mrs*** relating to their concernsRegrettably, Xplornet experienced a widespread network outage, and the technician was unable to complete the static IP set up or follow up on their concerns at that time
The technician was able to complete the assignment of a static IP address to their account later in the week, but ran into issues when attempting to access their router's gateway to complete the configuration on their internal networkSince reviewing information on Mr***'s *** router, the technician assigned to the investigation will be following up over the weekend to provide additional assistance in setting up their static IP
In the event that they are unable to speak with the technician over the weekend, we have left detailed notes on their account (Case#***) documenting the information needed to assist with the configuration of their router for the Static IP and they may contact out Care Centre (***) at any time to have an alternate agent assist with the completion of their static IP setup
In closing, we would again wish to extend our regrets for any inconvenience this matter has caused and appreciate their patience as we work to resolve their concerns
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you to all the parties concerned in working with us to find a resolutionI spent some time on the telephone last week with Xplornet's technician to try and get the static IP address set up***The technician was extremely helpful, butu nfortunately, some issues in programming the router prevented the technician and I from being able to successfully move this forward
In the interim, several of Xplornet's representatives and my wife and I have been exchanging calls regarding this issueI will be contacting Xplornet directly in the next day or so to see if we can manage to set up the static IP address and program the router ***)In any event if the programming/sis successul, we will be able to evaluate whether this solves the issues or whether an alternate solution will need to be found
We unfortunately cannot yet confirm that the issue in question is resolved, but do confirm that Xplornet is working with us to move this forward to a satisfactory conclusion***
Thanks in advance
Initial Business Response /* (1000, 5, 2016/08/24) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's raised relating to her serviceability and the early cancellation of her accountBased on our review, we have confirmed that ***'s location was unable to maintain an acceptable service signal which we were unable to rectify after having a work order completed in the interest of restoring her connection
In speaking with *** we have explained that in proceeding with the early cancellation of her account Xplornet will not seek an early cancellation fee and in good faith, we have also agreed to provide a month refund for her recent service chargesTo this end, a credit of $*** has been applied to her account and will be refunded once her rental hardware has been recovered
In closing, on behalf of Xplornet we would like to extend our apologies to *** for any inconvenience this matter has caused and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this as we can now move forwardThe company has not refunded my funds at this timeThey removed there equipment Friday***
Final Consumer Response /* (3000, 12, 2016/09/06) */
The company has not refunded my moneyThey have turned around and charged me another *** dollars for the month of August when the service was cut offWhen I called they said they would give me a refund of three months now but I have to wait until OctoberThis is unexceptable ***
Final Business Response /* (4000, 14, 2016/09/07) */
Thank you for forwarding ***'s updated response to our attention
Regrettably, we were unable to prevent her automated invoice from being generated prior to her cancellation and would like to apologize for any frustration this may have causedWhere we have completed the recovery of her rental hardware, we've spoken with our billing department to expedite ***'s refund which we can confirm was processed earlier today and should expect to be received within the next 3-business days
On behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience she's experienced and hope she will find this to represent an acceptable response to her updated complaint
Initial Business Response /* (1000, 5, 2016/02/05) */
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 relating to his
request to transfer the ownership of his services as he will be relocating on ***Based on our records, as our care representatives have advised ***, due to privacy concerns Xplornet is not able to offer customers the option to transfer the ownership of their account
That being said, in the interest of reaching a mutually acceptable resolution with *** Xplornet is willing to waive his early cancellation fee once the new homeowners establish an account and maintain the service for an initial daysConversely, in the event that they do not sign up for service, as a gesture of good will, Xplornet is prepared to reduce ***' early cancellation fee by 50%
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope he will find our proposal to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on his Xplornet serviceUpon receipt of *** ***’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 account history shows that *** ***’s service was upgraded to Xplornet’s LTE fixed wireless service on February 9, Our records show that the one time activation fee was covered by credits applied to *** ***’s account so the upgrade was done with no upgrade cost to him from XplornetIn discussion with *** ***, Xplornet advised that putting him back on his legacy fixed wireless service would not be possible as the service is not currently available on the network that he connects toIn acknowledgement of the concerns *** *** has expressed regarding his LTE services, Xplornet previously offered a $20/month discount towards the cost of the service
After further review, our notes show that Xplornet attempted to connect *** *** to the FWA service connecting off of nearby towers but they determined that signal would not be possible without significant enhanced installation requirements due to the line of sight in the areaThat being said, should the FWA service be available on the *** *** tower in the future, Xplornet would be more than willing to complete the switch at that timeIn the interim, as Xplornet is unable to meet *** ***’s desired resolution, if he remains unsatisfied with the services he may cancel with no penalty or termination fees applied at the time of cancellation
To further discuss this matter or process a cancellation, Xplornet is available 24/7/at *** to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/06/19) */
Thank you for forwarding the information provided in Ms*** complaint to our attention
Xplornet is currently in the process of investigating the issues raised by Ms*** with respect to her service installation and the matter has
been forwarded to the attention of senior management for reviewAs part of the process, Xplornet has submitted a dealer complaint on Ms***'s behalf and we are currently waiting to receive a response from the dealerOnce we have an update, we will be reaching out to Ms*** in the interest of resolving this matter directly
In the interim, to assist with our investigation, we would ask Ms*** forward copies of any receipts in her possession for costs associated with her the initial installation by email; Attn: Response Team, to *** or by fax to, ***
In closing, on behalf of Xplornet we would like to extend our sincere regrets to Ms*** for any inconvenience this matter has caused and thank her for her patience while we continue our investigation into her concerns
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/01/12) */
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 ***'s account in light of
the concerns he has reported with his connections speedsBased on our assessment, where our records do not reflect that *** has notified us of any problems with his service since 2012, a senior technician completed an evaluation of his system readings and confirmed his rental hardware is meeting all the performance requirements for service on our 4G Satellite network
As outlined in our Terms of Service, Xplornet does have traffic management policies in place to ensure equitable access to the Service for all Xplornet subscribersRecognizing that a small percentage of customers are responsible for a disproportionate share of data usage on our network, some subscribers may experience temporary throughput limitationsDetails of the traffic management policies in place on our 4G satellite service to which *** subscribes, are readily available and can be review on our website***
Having said this, Xplornet is committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their locationTo this end, if *** continues to experience any ongoing problems with his service, we would encourage him to reach out to our Care Centre *** when the issue is being experienced in order to provide technicians an opportunity to troubleshoot his service concerns in real time
In closing, we would like to extend our regrets to *** for any problems he has experienced and thank him for forwarding his concerns to our attentionWe hope he will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2015/12/17) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account
history in light of the concerns he's reported relating to his connection speeds during peak service hoursBased on our review, we arranged to have a senior technical representative follow up with *** to discuss his speed concerns
In speaking with ***, the senior technician he spoke with has explained that based on the shared access nature of the service, he may experience reduced speeds during periods of higher than volume on the networkHaving said that, they were able to confirm that our Network Operations team is investigating the service experience on the network *** connects to but unfortunately, we do not have a specific time frame for resolution at this timeWhile it has also been explained 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're able to offer at their location
To this end, after speaking with *** about his concerns Xplornet has agreed to adjust his service charges, applying a recurring $** monthly discount to reflect the costs associated with our LTE-10Mbps package while he maintains his upgraded LTE-25Mbps plan and have committed to following up with him as soon as an updated resolution time frame is available
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue to work towards a resolution to address his concerns
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already mentioned to the lady, who mentioned that her name was ***, the explanations given by her are not acceptableThe network conditions were fine when I signed the contract in the *** and started to deteriorate by the ***It got to the point when with the promised speed of 10Mb/s I was constantly getting under 1Mb/s speed during the peak hoursThe Xplornet sales reps told me that deterioration is proportional and if I go to 25MB/s my peak hour speeds will increaseIn conversation with Ms*** I learned that it is not true
*** ***.***
***
***
This is the reason why Xplornet attempt to close this case is absolutely unacceptableI am omitting the technical details which could supplement my statement***
Initial Business Response /* (1000, 5, **16/11/22) */
Thank you for forwarding the information provided by ***
Upon receipt of his complaint, review of the account was completed in order to address the concerns raised by *** in his complaint to the Revdex.com
Our technicians
reviewed *** system and determined that the values on his High Throughput Jupiter service were within the expected parameters of the serviceIn previous discussions with ***, Xplornet has acknowledged that the satellite that he connects to does experience some degradation in speed in times of high utilization due to the nature of the shared serviceA recurring credit of $**/month has been applied to the account in acknowledgement of these issues
While there is no immediate solution to the concerns that *** has addressed, Xplornet will be launching two new satellites starting in to provide additional capacity and bandwith to rural customersIn the interim, should *** decide to cancel his account, there would be no termination fees of penalties to cancel his accountWe would just ask that *** contact our care center at *** at his earliest convenience in order to process such a request
In closing, on behalf of Xplornet, I would like to thank *** for his continued loyalty as an Xplornet customer and apologize for any inconvenience or hardship that this matter may have caused
Initial Business Response /* (1000, 5, 2017/07/28) */
Thank you for bringing the information provide by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account and we will not
seek to hold her to her service commitment, allowing her to cancel her service without an early cancellation feeIn order to proceed with her account's cancellation she will simply need to contact our Care Centre to confirm her request at ***
In conclusion, we would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response it is the resolution I was looking forIts unfortunate it had to come to this.If we had gotten the service we were paying for there wouldn't have been a problem
Thank you for providing the rebuttal submitted by *** ***
Upon review of *** ***’s response, Xplornet would agree to release him from his contractual obligation should he remain dissatisfied with the serviceA note will be placed on *** ***’s account to advise that there would be no termination fees applied at the time of cancellation if he were to cancel his services before the end of his contractual obligation
If *** *** has any further questions, comments, or concerns, or wishes to terminate his services with Xplornet, we would ask that he reach out to us at *** at his earliest convenience
Sincerely,Xplornet Communications
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of billing miscommunications regarding her Xplornet accountUpon receipt of *** ***’s complaint, a thorough
review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com
In review of the account, Xplornet has noted that a credit for one month’s service has been applied to *** ***’s new account in acknowledgement of the concerns that she has previously addressedIn addition, Xplornet would agree to refund the amount of three months service on the old account back to the payment method on fileA credit of $+ taxes has been applied to the account and will be refunded within 5-business daysXplornet would also agree to write off the hardware as *** *** no longer resides at the location the services were installedAs such, *** *** is not responsible for making arrangements to recover the equipment
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 10, 2017/02/02) */
Thank you for bringing the information provided by *** to our attentionIn response the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account in light of
the concerns she's raised regarding her service package optionsBased on our review, we've identified *** was subscribed to a grandfathered Xplore 'Limited State' package, providing a monthly bandwidth allowance of 100GB which she's indicated is not sufficient for her needs
Through numerous calls to our Care Centre, Xplornet has explained to *** that she is on the highest service package available and made recommendations on how she can manage her usage in the interest of improving her experienceAll Xplornet customers are provided with access to a usage tracker to monitor their bandwidth consumption and email notifications are sent as they approach and reach their monthly bandwidth allowanceIn good faith, we have reset her usage allowance on three separate occasions and have provided her with the option of adding a secondary service at her residence or moving to a usage based billing plan that would not slowdown her connection once her bandwidth allowance was reached
As *** has noted, where we cannot continue to reset her usage when she exceeds her bandwidth allowance, she's agreed to move to our Xplore 5/50GB plan which is the highest usage based billing package currently available at her locationWe have provided *** with a month credit to assist with any usage charges she may incur which is in addition to the $** recurring discount she is currently receiving on her account
While we do not currently have any alternative usage based billing service options available at ***'s location we can assure her we are always in the process of evaluating our service offerings and understand the increasing demand for greater bandwidth allowancesTo this end, we are continuing to invest heavily in our satellite networks having partnered to launch next generation satellite services and look forward to providing *** with details on our future package options as more information becomes available this spring
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2017/03/27) */
Thank you for forwarding the information provided by ***
Upon receipt of the complaint, review of the account history was completed in order to address the concerns raised by *** in her complaint to the Revdex.com
Our records
show that *** contacted Xplornet on March 18, 2017, to inquire about the invoices and subsequent payments withdrawn from her accountUnfortunately our records did not reflect any request to terminate services in September and as such the account was cancelled as of the day *** contacted XplornetIn discussion with a supervisor on March 21, 2017, Xplornet agreed to refund *** the amount of $*** for months serviceAs outlined in Xplornet's End User Agreement, in Section 9, 'payments', "All charges are considered valid unless disputed in writing within days of the billing dateAdjustments will not be made for charges that are more than days old." ***
As a show of good faith, Xplornet is prepared to refund *** in the amount of two additional month's serviceA refund request of $*** has been submitted to the billing department and will be returned to the default method of payment listed on ***'s accountThe refund request should be completed within 5-business days
In closing, on behalf of Xplornet, I would like to thank *** for her patience and understanding as we work towards determining satisfactory resolution to her complaintIf *** has any further questions, comments, or concerns, we would ask that she contact us at her earliest convenience - we are available 24/7/at*** to best assist
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/02/08) */
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 ***'s account in light of
the concerns he's raised relating to his connection speed and service signalBased on our review, Xplornet recently completed a work order to realign ***'s rental hardware after a technician identified his signal had degradedIn completing the work order, the installer was able to improve ***'s reception and verified that he was meeting the signal level requirements for his service package
That being said, Xplornet has also identified that the network *** connect to for service does experience periods of higher than usage which can have an impact on his connection speedsAs with any internet service, slowdowns during period of high usage can occur and this is one of the challenges in the Kovachs' 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 Kovachs that we are doing everything within our control to resolve this matter
Regrettably, Xplornet does not currently have a specific time frame for when this issue will be rectified but in the interim, we have placed a one month credit ($*** before tax) on the Kovachs' account along with a recurring $** monthly service discount for the next months, both of which will be visible on their next invoice
In closing, we would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue to investigate this matter
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was no option to partially accept this resolution but since it is something I am obligated to say "yes"I appreciate the $** recurring discount for months, that somewhat makes up for the lack of service I have receivedI don't fully accept Xplornet's response about the high usage slowing my connection down because as I said before my CINR values were around when first installed and my service was excellentBut since my signal has dropped so has my speeds, I think that's the correlation that needs to be addressed by XplornetHowever, since the last service call my connection has improved from dismal to at least something that I can useI can now frequently get speeds of to MB/S, but that is still much less than the that I am paying for
In the meantime I will gladly accept the $** recurring credit and I thank Xplornet for thisI will continue to monitor my connection and hopefully once improvements are made to the system my speeds will be closer to my package of 10mbps
I would recommend to Xplornet that they not over sell their towers so that every customer using their service may enjoy their full package 90% of the time***
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of billing miscommunications regarding her Xplornet accountUpon receipt of *** ***’s complaint, a thorough
review of the account history has been completed in order to address the concerns outlined in her complaint to the Revdex.com
In review of the account, Xplornet has noted that a credit for one month’s service has been applied to *** ***’s new account in acknowledgement of the concerns that she has previously addressedIn addition, Xplornet would agree to refund the amount of three months service on the old account back to the payment method on fileA credit of $+ taxes has been applied to the account and will be refunded within 5-business daysXplornet would also agree to write off the hardware as *** *** no longer resides at the location the services were installedAs such, *** *** is not responsible for making arrangements to recover the equipment
In closing, on behalf of Xplornet, I would like to thank *** *** for her patience and understanding as we worked towards determining a satisfactory resolution to her complaint
Sincerely,
Xplornet Communications
Initial Business Response /* (1000, 5, 2016/06/13) */
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 ***'s account history in
light of the concerns he's raised regarding his hardware recovery and delays he experienced while awaiting his refundFirst, we would like to extend our regrets for any inconvenience this matter has caused along with our apologies for the delay he experienced while awaiting his refund once we verified the return of his rental hardware
Based on our review, we have confirmed through our billing department that the $*** hardware charge billed to ***'s account has been reversed with a refund being issued to his bank account on June 2nd, *** should now be in receipt of his refund, however if he should have any further questions or concerns relating to his account we would encourage him not to hesitate to contact our Care Centre for further assistance
In closing, on behalf of Xplornet we would again wish to extend our apologies for any inconvenience this issue caused *** and thank him for his time as a valued customerWe hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their apology and I appreciate the means they took necessary to get my money returned to meI have received my money back, which was my overall goal
***
***
***
***
Initial Business Response /* (**00, 5, **16/09/21) */
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 ***'s account history in light
of the concerns he's reported with his connection speedsBased on our review, we have identified that the network he connects to for service does experience periods of high usage volume which can have an impact on his connection speeds and we regret any inconvenience this has caused ***
As with any internet service, slowdowns during period of high usage can occur and this is one of the challenges we recognize in his areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's connection, our Network and Engineering teams are working to address the issue and we can assure *** that Xplornet is doing everything within our control to improve the network's performance
With that being said, Xplornet does not presently have a specific timeframe we're able to provide *** for when this issue will be rectified however in the interim, as a show of good faith we have placed a month service credit ($***) on his account and have increased the recurring monthly discount he is receiving from $** to $** which he will continue to receive until the issue has been resolved
In closing, on behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience the problems with his connection speeds have caused and thank him for his patience as we continue to work towards improving his service experience on the network
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 7, **16/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the "good faith" gesture provided by Xplornet with the understanding this issue will be remedied in the near future
***
Initial Business Response /* (1000, 6, 2016/05/06) */
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 ***'s account in light of
the concerns he has reported with his connection speedsBased on our review, we've identified that *** is currently receiving service from our Viasat Satellite network on the Xplorepackage, providing speeds up to 10Mbps download and up to 1Mbps upload with a 75GB monthly bandwidth allowanceA senior technician has completed an assessment of *** rental system to confirm his connection is meeting the requirements for his service package however we have noted periods of heavy usage on the network during peak service periods which can have an impact on his speeds
As with any internet service, slowdowns during periods of heavy usage can occur and this is one of the challenges in ***'s areaWhile Xplornet's Terms of Service outline that we are unable to guarantee specific upload or download speeds due to the many variables that can impact a customer's service speeds, we are committed providing the best service experience possible for our customer and can assure *** that we are doing everything within our control to improve network performance
While we do not have a specific timeframe for a resolution, we continue to invest in new technologies and have purchased all the available Canadian capacity on next generation satellites, the first of which is scheduled to launch later this year and will provide improved service options for our customersIn the interim, as a gesture of good faith we have increased the month discount *** has been receiving from $** to $** and we will continue to keep him aware of any updates when contacting our Care Centre
In closing, on behalf of Xplornet we would again wish to extend our regrets for any inconvenience this issue has caused *** and hope he will find this to represent an acceptable response
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 8, 2016/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2017/08/11) */
Thank you for forwarding the information provided by ***
Upon receipt of ***'s complaint to the Revdex.com, review of the account history was completed in order to address the concerns outlined in her complaint
Our records show
that *** contacted Xplornet to move her services on June 11, 2017, as she would need services at her new location as of July 28, A work order was dispatched to a local service technician to check for line of sight at ***'s new location however we determined that they would be unable to install satellite or fixed wireless services due to heavy tree lines in the areaAs the contract is assigned to the install location, *** was advised that cancellation fees of $**/month x the remaining months left on the contract would apply when the account was terminated
As *** made a good faith attempt to move her Xplornet services to her new location and was not able to install services, Xplornet would be willing to waive the termination fees associated with the account cancellationA credit of $***+taxes has been applied to the account and has off-set any outstanding balance remaining on the accountIf *** has any further questions, comments, or concerns, we are available 24/7/at *** to assist
On behalf of Xplornet I would like to extend our apologies for any inconvenience or hardship that this matter may have caused *** and anticipate the aforementioned credit will resolve her complaint and address her concerns
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is exactly the response I wanted
Initial Business Response /* (1000, 5, 2016/11/10) */
Thank you for forwarding the information provided by *** to our attention
After receiving notice of his complaint, Xplornet completed a review of ***'s account historyBased on our review, we would first like to extend our
apologies to *** for the difficulties he's experienced and confirm that we will not seek to hold him to his contract commitment
*** will not be responsible for an early cancellation fee and at his request we have proceeded with the cancellation of his accountA work order has been issued to recovery the Xplornet rental hardware in his possession and once completed a refund will be issued back to his credit card for any service charges billed after ***
In closing, on behalf of Xplornet we would again wish to apologize to *** for the difficulties he experienced and thank him for his patience as we reviewed his concerns in the interest of reaching an acceptable resolution
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for forwarding the information provided by Mr*** and Mrs*** in their complaintWe have reviewed the concerns raised and the following is available for review
On behalf of Xplornet we would first like to apologize for
the lack of response they received to their included May 7th email to our support inboxIn reviewing their account history, an agent from our Care Center did respond to the message the following day; however our records show the e-mail address noted in the response was entered incorrectly and would not have reached themWe sincerely regret this oversight in response to their concerns and have placed a month credit on their account as a gesture of good willThe credit will be visible on their next monthly invoice
Xplornet would also assure them that we take their concerns seriously and are always in the process of reviewing and evaluating the customer experience provided by our servicesTo this end, we have recently made a series of improvements to the network on the beam servicing their area which our network team confirmed has shown a significant improvement toward bandwidth availability and overall capacity on the networkUnfortunately, certain technological limitations, such as latency; which can impact performance of virtual private network applications, are inherent to the nature of the service
Where our records show Mrs*** uses a VPN through the service, we would note that some customers have been able to improve their performance by having a static IP address added to their accountAnd, in the interest of improving her experience, we would be willing to offer her a free month trial ($9.99/month) on a static IP to allow her to test if she notes any improvement to her experienceWe have also reviewed alternate service options available in the area, and can confirm there is a Fixed Wireless tower in range but due to potential line of sight issues at their location we cannot confirm its availability without completing a site surveyIf they are interested in this option, Xplornet would be willing to cover the cost of having a technician sent to test for an acceptable signal
In response to their comments surrounding funding Xplornet has received from the Government of ***, Xplornet is partnered to participate in the Central *** Satellite program as part of their Final Mile Rural Connectivity InitiativeThe program was designed to reduce the distance and installation costs associated with the adoption of satellite internetIt is targeted to specific areas, for people living in unserved rural and remote areas of central *** and our coverage records show the program does not cover the area associated with their Xplornet services
Having said this, we are committed working with them to ensure they're receiving the best service experience we are able to provide and have requested a senior technician follow up with them this weekend to further discuss their options and any ongoing service concerns they are experiencing with their connection
In closing, we would again wish to extend our regrets to Mr*** and Mrs*** for any inconvenience this matter has caused and hope they will find this to represent an acceptable response
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
My wife spoke to Xplornet late last week regarding this issue, and the long and the short of it was that they offered us a one-month creditWhile appreciated, it did not address the crux of the issue which is the slow to sometimes non-existant service during business hoursThe person that my wife spoke to did mention the static IP address item and she was told that someone from Xplornet's Technical Group would contact us this past Sunday to set up the trial of the static IP
Although we were home, we did not receive nor have we yet received a call to dateWe refrained from responding to the Revdex.com's request prior to today as we were hoping that Xplornet would assist potential solution of the static IP addressThanks in advance
Final Business Response /* (4000, 9, 2015/06/19) */
Thank you for forwarding Mr***'s response
First, we would like to extend our apologies for our technician not being able to reach out to Mr*** on the date specified when we originally spoke with Mrs*** relating to their concernsRegrettably, Xplornet experienced a widespread network outage, and the technician was unable to complete the static IP set up or follow up on their concerns at that time
The technician was able to complete the assignment of a static IP address to their account later in the week, but ran into issues when attempting to access their router's gateway to complete the configuration on their internal networkSince reviewing information on Mr***'s *** router, the technician assigned to the investigation will be following up over the weekend to provide additional assistance in setting up their static IP
In the event that they are unable to speak with the technician over the weekend, we have left detailed notes on their account (Case#***) documenting the information needed to assist with the configuration of their router for the Static IP and they may contact out Care Centre (***) at any time to have an alternate agent assist with the completion of their static IP setup
In closing, we would again wish to extend our regrets for any inconvenience this matter has caused and appreciate their patience as we work to resolve their concerns
Thank you,
Xplornet Communications Inc
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you to all the parties concerned in working with us to find a resolutionI spent some time on the telephone last week with Xplornet's technician to try and get the static IP address set up***The technician was extremely helpful, butu nfortunately, some issues in programming the router prevented the technician and I from being able to successfully move this forward
In the interim, several of Xplornet's representatives and my wife and I have been exchanging calls regarding this issueI will be contacting Xplornet directly in the next day or so to see if we can manage to set up the static IP address and program the router ***)In any event if the programming/sis successul, we will be able to evaluate whether this solves the issues or whether an alternate solution will need to be found
We unfortunately cannot yet confirm that the issue in question is resolved, but do confirm that Xplornet is working with us to move this forward to a satisfactory conclusion***
Thanks in advance
Initial Business Response /* (1000, 5, 2016/08/24) */
Thank you for forwarding the information provided by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account history in
light of the concerns she's raised relating to her serviceability and the early cancellation of her accountBased on our review, we have confirmed that ***'s location was unable to maintain an acceptable service signal which we were unable to rectify after having a work order completed in the interest of restoring her connection
In speaking with *** we have explained that in proceeding with the early cancellation of her account Xplornet will not seek an early cancellation fee and in good faith, we have also agreed to provide a month refund for her recent service chargesTo this end, a credit of $*** has been applied to her account and will be refunded once her rental hardware has been recovered
In closing, on behalf of Xplornet we would like to extend our apologies to *** for any inconvenience this matter has caused and thank her for her patience as we investigated her concerns in the interest of reaching an acceptable resolution
Thank you,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (2000, 7, 2016/08/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this as we can now move forwardThe company has not refunded my funds at this timeThey removed there equipment Friday***
Final Consumer Response /* (3000, 12, 2016/09/06) */
The company has not refunded my moneyThey have turned around and charged me another *** dollars for the month of August when the service was cut offWhen I called they said they would give me a refund of three months now but I have to wait until OctoberThis is unexceptable ***
Final Business Response /* (4000, 14, 2016/09/07) */
Thank you for forwarding ***'s updated response to our attention
Regrettably, we were unable to prevent her automated invoice from being generated prior to her cancellation and would like to apologize for any frustration this may have causedWhere we have completed the recovery of her rental hardware, we've spoken with our billing department to expedite ***'s refund which we can confirm was processed earlier today and should expect to be received within the next 3-business days
On behalf of Xplornet we would again wish to extend our regrets to *** for any inconvenience she's experienced and hope she will find this to represent an acceptable response to her updated complaint
Initial Business Response /* (1000, 5, 2016/02/05) */
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 relating to his
request to transfer the ownership of his services as he will be relocating on ***Based on our records, as our care representatives have advised ***, due to privacy concerns Xplornet is not able to offer customers the option to transfer the ownership of their account
That being said, in the interest of reaching a mutually acceptable resolution with *** Xplornet is willing to waive his early cancellation fee once the new homeowners establish an account and maintain the service for an initial daysConversely, in the event that they do not sign up for service, as a gesture of good will, Xplornet is prepared to reduce ***' early cancellation fee by 50%
In closing, on behalf of Xplornet we would like to extend our regrets to *** for any inconvenience this matter has caused and hope he will find our proposal to represent an acceptable response to his complaint
Sincerely,
Xplornet Communications Inc
Thank you for forwarding the information provided by *** ***
Xplornet would like to apologize for any inconvenience or hardship that *** *** has experienced as a result of degraded connection speeds on his Xplornet serviceUpon receipt of *** ***’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 account history shows that *** ***’s service was upgraded to Xplornet’s LTE fixed wireless service on February 9, Our records show that the one time activation fee was covered by credits applied to *** ***’s account so the upgrade was done with no upgrade cost to him from XplornetIn discussion with *** ***, Xplornet advised that putting him back on his legacy fixed wireless service would not be possible as the service is not currently available on the network that he connects toIn acknowledgement of the concerns *** *** has expressed regarding his LTE services, Xplornet previously offered a $20/month discount towards the cost of the service
After further review, our notes show that Xplornet attempted to connect *** *** to the FWA service connecting off of nearby towers but they determined that signal would not be possible without significant enhanced installation requirements due to the line of sight in the areaThat being said, should the FWA service be available on the *** *** tower in the future, Xplornet would be more than willing to complete the switch at that timeIn the interim, as Xplornet is unable to meet *** ***’s desired resolution, if he remains unsatisfied with the services he may cancel with no penalty or termination fees applied at the time of cancellation
To further discuss this matter or process a cancellation, Xplornet is available 24/7/at *** to best assist
Sincerely,Xplornet Communications
Initial Business Response /* (1000, 5, 2015/06/19) */
Thank you for forwarding the information provided in Ms*** complaint to our attention
Xplornet is currently in the process of investigating the issues raised by Ms*** with respect to her service installation and the matter has
been forwarded to the attention of senior management for reviewAs part of the process, Xplornet has submitted a dealer complaint on Ms***'s behalf and we are currently waiting to receive a response from the dealerOnce we have an update, we will be reaching out to Ms*** in the interest of resolving this matter directly
In the interim, to assist with our investigation, we would ask Ms*** forward copies of any receipts in her possession for costs associated with her the initial installation by email; Attn: Response Team, to *** or by fax to, ***
In closing, on behalf of Xplornet we would like to extend our sincere regrets to Ms*** for any inconvenience this matter has caused and thank her for her patience while we continue our investigation into her concerns
Sincerely,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2016/01/12) */
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 ***'s account in light of
the concerns he has reported with his connections speedsBased on our assessment, where our records do not reflect that *** has notified us of any problems with his service since 2012, a senior technician completed an evaluation of his system readings and confirmed his rental hardware is meeting all the performance requirements for service on our 4G Satellite network
As outlined in our Terms of Service, Xplornet does have traffic management policies in place to ensure equitable access to the Service for all Xplornet subscribersRecognizing that a small percentage of customers are responsible for a disproportionate share of data usage on our network, some subscribers may experience temporary throughput limitationsDetails of the traffic management policies in place on our 4G satellite service to which *** subscribes, are readily available and can be review on our website***
Having said this, Xplornet is committed to working with customers who report speed concerns to ensure they are receiving the best service experience we can offer at their locationTo this end, if *** continues to experience any ongoing problems with his service, we would encourage him to reach out to our Care Centre *** when the issue is being experienced in order to provide technicians an opportunity to troubleshoot his service concerns in real time
In closing, we would like to extend our regrets to *** for any problems he has experienced and thank him for forwarding his concerns to our attentionWe hope he will find this to be an acceptable response
Thank you,
Xplornet Communications Inc
Initial Business Response /* (1000, 5, 2015/12/17) */
Thank you for forwarding the information provided by *** to our attentionIn response, Xplornet provides the following for review
After receiving notice of his complaint, Xplornet completed a review of ***'s account
history in light of the concerns he's reported relating to his connection speeds during peak service hoursBased on our review, we arranged to have a senior technical representative follow up with *** to discuss his speed concerns
In speaking with ***, the senior technician he spoke with has explained that based on the shared access nature of the service, he may experience reduced speeds during periods of higher than volume on the networkHaving said that, they were able to confirm that our Network Operations team is investigating the service experience on the network *** connects to but unfortunately, we do not have a specific time frame for resolution at this timeWhile it has also been explained 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're able to offer at their location
To this end, after speaking with *** about his concerns Xplornet has agreed to adjust his service charges, applying a recurring $** monthly discount to reflect the costs associated with our LTE-10Mbps package while he maintains his upgraded LTE-25Mbps plan and have committed to following up with him as soon as an updated resolution time frame is available
In closing, Xplornet would like to extend our regrets to *** for any inconvenience this matter has caused and thank him for his patience as we continue to work towards a resolution to address his concerns
Sincerely,
Xplornet Communications Inc
Initial Consumer Rebuttal /* (**00, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have already mentioned to the lady, who mentioned that her name was ***, the explanations given by her are not acceptableThe network conditions were fine when I signed the contract in the *** and started to deteriorate by the ***It got to the point when with the promised speed of 10Mb/s I was constantly getting under 1Mb/s speed during the peak hoursThe Xplornet sales reps told me that deterioration is proportional and if I go to 25MB/s my peak hour speeds will increaseIn conversation with Ms*** I learned that it is not true
*** ***.***
***
***
This is the reason why Xplornet attempt to close this case is absolutely unacceptableI am omitting the technical details which could supplement my statement***
Initial Business Response /* (1000, 5, **16/11/22) */
Thank you for forwarding the information provided by ***
Upon receipt of his complaint, review of the account was completed in order to address the concerns raised by *** in his complaint to the Revdex.com
Our technicians
reviewed *** system and determined that the values on his High Throughput Jupiter service were within the expected parameters of the serviceIn previous discussions with ***, Xplornet has acknowledged that the satellite that he connects to does experience some degradation in speed in times of high utilization due to the nature of the shared serviceA recurring credit of $**/month has been applied to the account in acknowledgement of these issues
While there is no immediate solution to the concerns that *** has addressed, Xplornet will be launching two new satellites starting in to provide additional capacity and bandwith to rural customersIn the interim, should *** decide to cancel his account, there would be no termination fees of penalties to cancel his accountWe would just ask that *** contact our care center at *** at his earliest convenience in order to process such a request
In closing, on behalf of Xplornet, I would like to thank *** for his continued loyalty as an Xplornet customer and apologize for any inconvenience or hardship that this matter may have caused
Initial Business Response /* (1000, 5, 2017/07/28) */
Thank you for bringing the information provide by *** to our attentionIn response, the following is available for review
After receiving notice of her complaint, Xplornet completed a review of ***'s account and we will not
seek to hold her to her service commitment, allowing her to cancel her service without an early cancellation feeIn order to proceed with her account's cancellation she will simply need to contact our Care Centre to confirm her request at ***
In conclusion, we would like to extend our regrets to *** for any inconvenience this matter has caused and hope she will find this to represent an acceptable resolution
Sincerely,
Xplornet Communications
Initial Consumer Rebuttal /* (2000, 7, 2017/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response it is the resolution I was looking forIts unfortunate it had to come to this.If we had gotten the service we were paying for there wouldn't have been a problem
Thank you for providing the rebuttal submitted by *** ***
Upon review of *** ***’s response, Xplornet would agree to release him from his contractual obligation should he remain dissatisfied with the serviceA note will be placed on *** ***’s account to advise that there would be no termination fees applied at the time of cancellation if he were to cancel his services before the end of his contractual obligation
If *** *** has any further questions, comments, or concerns, or wishes to terminate his services with Xplornet, we would ask that he reach out to us at *** at his earliest convenience
Sincerely,Xplornet Communications