Demaje

I live in Alberta and have been a Xplornet customer since 2008. I filed a complaint with the Maritime BBB on May 18 and just received a response (May 28) today. The deadline for a response was May 29. I guess they don't work on Saturdays so they answered a day early! They did not address my issue of not attaining the KaZaam speed of 512kBps that I pay for. Basically all they stressed was that I constantly exceed the hourly download limits which I stated in my complaint that I knew I did! The solution that they offered was to upgrade my package which I am not willing to do until I receive the download speeds that I am paying for now.

I want to encourage EVERYONE that is not happy with Xplornet to do something about it don't just sit there and read all the posts about dissatisfied customers!! File a complaint with the BBB, send an email to the government, do whatever it takes. We need to start making some noise and if enough people join in we will be heard!

One thing I would stress though is to contact Xplornet's customer service with your issues and then file the complaints. I am one of those that gave up on their so called customer service and did not contact them recently which was pointed out in the response I got to my complaint! The important thing is that complaints are being made.

Take care,

De

I'm brand new here, and I would like to share what I have experience with. Yesterday, I posted a similar message under Xplornet Speeds, but perhaps it's more appropriate to post this as a new topic.

Xplornet is not one of the ISP's who voluntarily fall under the oversight of CRTC regulations, nor is it a member of the Better Business Bureau, but the Maritime BBB will process Xplornet complaints of behalf of those customers who have exhausted all other complaints procedures.

My fixed wireless is anything but the 3mb/600kb package I pay for.

I have been their customer since 2008 and have logged more hours with attempting to resolve my service issues than time I spend with my own mother!!!

Xplornet is NOT one of the member ISP's which would fall under the CRTC, so all of their "traffic shaping" they do, cannot be challenged through that route.

I have sent a complaint to the Maritime Better Business Bureau, as this is where their head office is located, although I live in eastern Ontario, and am waiting for a response.

Yesterday they sent the same 2 techs back who initially installed my service. They first found some problem with signal strength, but as soon as Xplornet's tower saw the tech's pc with the proprietary testing software, POOF... the speed was back to snuff. They did a "re-point", only to say that they actually did something, but an hour after they left with my signature on their work order, the speed had been throttled back to unacceptable limits.

Here is the link for filing a complaint with the Maritime Better Business Bureau, but be forewarned, their site and complaint information intake methods really suck, so be prepared for some copy and pasting.

Maritime BBB Complaint

Once the complaint is filed, I did receive a prompt response from the individual responsible at the BBB.

If anyone who is a dissatisfied Xplornet customer;

1) files a complaint with the Maritime BBB HERE

2) sends a copy of the complaint to their Federal Member of Parliament , you can look them up HERE

Your Federal MP may be reluctant, but at very least send them copies of all of your complaints against Xplornet and be sure to let them know many others are doing the same

3) try to coordinate any and all discussions of these complaints here in this forum

4) I'm not sure I'm up to the task, but we should discuss forming an oversight group with specific points of contact, unless testmy.org would like to rake on this responsibility

No one wants more Government, but maybe it's time for the Feds to ensure the ISP's are at least playing fair and delivering the promised services to their customers.

If we can begin a cohesive complaint body while remaining lawful and objective, we may actually begin to receive the internet services we were sold and are over paying for.

Cheers, and I'll hopefully be checking in to this forum daily (mon-fri)

nbtt

I live in Alberta and have been a Xplornet customer since 2008. I filed a complaint with the Maritime BBB on May 18 and just received a response (May 28) today. The deadline for a response was May 29. I guess they don't work on Saturdays so they answered a day early! They did not address my issue of not attaining the KaZaam speed of 512kBps that I pay for. Basically all they stressed was that I constantly exceed the hourly download limits which I stated in my complaint that I knew I did! The solution that they offered was to upgrade my package which I am not willing to do until I receive the download speeds that I am paying for now.

I want to encourage EVERYONE that is not happy with Xplornet to do something about it don't just sit there and read all the posts about dissatisfied customers!! File a complaint with the BBB, send an email to the government, do whatever it takes. We need to start making some noise and if enough people join in we will be heard!

One thing I would stress though is to contact Xplornet's customer service with your issues and then file the complaints. I am one of those that gave up on their so called customer service and did not contact them recently which was pointed out in the response I got to my complaint! The important thing is that complaints are being made.

Take care,

De

My fixed wireless is anything but the 3mb/600kb package I pay for.

I have been their customer since 2008 and have logged more hours with attempting to resolve my service issues than time I spend with my own mother!!!

Xplornet is NOT one of the member ISP's which would fall under the CRTC, so all of their "traffic shaping" they do, cannot be challenged through that route.

I have sent a complaint to the Maritime Better Business Bureau, as this is where their head office is located, although I live in eastern Ontario, and am waiting for a response.

Yesterday they sent the same 2 techs back who initially installed my service. They first found some problem with signal strength, but as soon as Xplornet's tower saw the tech's pc with the proprietary testing software, POOF... the speed was back to snuff. They did a "re-point", only to say that they actually did something, but an hour after they left with my signature on their work order, the speed had been throttled back to unacceptable limits.

Here is the link for filing a complaint with the Maritime Better Business Bureau, but be forewarned, their site and complaint information intake methods really suck, so be prepared for some copy and pasting.

Maritime BBB Complaint

Once the complaint is filed, I did receive a prompt response from the individual responsible at the BBB.

If anyone who is a dissatisfied Xplornet customer;

1) files a complaint with the Maritime BBB HERE

2) sends a copy of the complaint to their Federal Member of Parliament , you can look them up HERE

3) try to coordinate any and all discussions of these complaints here in this forum

If we can begin a cohesive complaint body while remaining lawful and objective, we may actually begin to receive the internet services we were sold and are over paying for.

Cheers, and I'll hopefully be checking in to this forum daily (mon-fri)

nbtt

Just a side note......... i noticed that I joined this group 1 month after I became a customer of Xplornet! What does that tell you? LOL

Chuckling to myself,

De

I live in Alberta and have been a Xplornet customer since 2008. I filed a complaint with the Maritime BBB on May 18 and just received a response (May 28) today. The deadline for a response was May 29. I guess they don't work on Saturdays so they answered a day early! They did not address my issue of not attaining the KaZaam speed of 512kBps that I pay for. Basically all they stressed was that I constantly exceed the hourly download limits which I stated in my complaint that I knew I did! The solution that they offered was to upgrade my package which I am not willing to do until I receive the download speeds that I am paying for now.

I want to encourage EVERYONE that is not happy with Xplornet to do something about it don't just sit there and read all the posts about dissatisfied customers!! File a complaint with the BBB, send an email to the government, do whatever it takes. We need to start making some noise and if enough people join in we will be heard!

One thing I would stress though is to contact Xplornet's customer service with your issues and then file the complaints. I am one of those that gave up on their so called customer service and did not contact them recently which was pointed out in the response I got to my complaint! The important thing is that complaints are being made.

Take care,

De