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)