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Review by xploited 
member for 54 days, 0 visits, last login: 54 days ago
updated 54 days ago
 undisclosed location
 Contract price not specified.  "Worked awesome for a month, higher than rated" "Network is total garbage" "Don't use Xplornet, ever - and definitely don't sign a multi-year contract"
| Pre Sales information:
Install Co-ordination:
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Tech Support:
Mail,DNS,News:
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I live in rural Alberta. I signed up with Xplornet for terrestrial wireless 5mbs account ($90/mth) a few years ago when signs went up in my neighbourhood advertising a new ISP. I Googled their name and came across a lot of negative chat about their satellite service, but couldn't locate anything related to terrestrial wireless specifically.
My previous ISP was all but collapsing. They were using unlicensed frequencies with a Motorola system, and bandwidth had degraded to dialup speeds, so staying with them wasn't an option for me. I decided to try Xplornet. The installer assured me I had 30 days to try the connection out, and if it sucked I could cancel the contract and walk away.
The installer (and sign poster) was a local guy moonlighting, not a professional hired directly by Xplornet. Despite that, he did an efficient, quick job of the installation, but it should be noted that half of the infrastructure was already in place, he just had to swap the radio transmitter out and setup my account. The tower is 4km away, we have direct line of sight, and the receiver has never shown less than 5/5 lights.
For the first month I got astounding bandwidth. I signed up for 5mbs and was actually getting closer to 6mbs, so I was ecstatic because the contrast with my old ISP's performance was stark.
After that, it slowly degraded as more people were signed up, and I wasn't surprised at all. After a few months passed, I was unable to muster more than about 1mbps at any time of the day or night, often as slow as 0.5mbps for hours (10% of theoretical max). I could not watch a single YouTube or Netflix video without restreaming 5 times or more.
Numerous calls to Xplornet yielded all kinds of stories. One week it was a rogue player in my neighbourhood, another week it was a server in the backbone misbehaving. I followed up with each technician calls dutifully, and yet the speed never improved. I spent hours and hours working with them, I gave them every chance to correct the problem and was willing to help test solutions.
I tried all the usual things - powering everything off and on again. Disabling my firewalls, rechecking the modem status lights, wiring computer direct to transmitter, I upgraded the CAT5 cables between my machine and the transmitter, you name it, I did it. I followed every instruction the level 1 & 2 techs gave.
The ping times to my gateway (the first hop after my machine) have degraded to the 200ms range, and packet loss is approaching 10%. When I complained to Xplorenet about this, I received a snarky reply saying that the operating parameters for the system are "up to 200ms" and so they would take no corrective action. This effectively renders the system useless for gaming or any other realtime purposes. Remember, this is not satellite, and in the beginning ping times to gateway (not the internet) were always 20ms.
Here's the bottom line: Xplornet does not have a minimum bandwidth or service level.
No matter what package you pay for, they will not correct low bandwidth issues no matter how much you complain to them. Half of the techs I talked to were useless (one had no idea what a "ping" was) and the other half just gave me a verbal shrug when we'd exhausted all the possibilities and delivered me a canned line about not guaranteeing bandwidth.
The gateway ping issue is likely caused by oversubscription - they have oversold the tower in my area and now will not correct the situation. I asked when they will be fixing the problem and they stated that they "hoped" enough people would move to the new 4G satellite system to bring the loads down, but they wouldn't commit to anything. Downgrading to a lower package would not help - even at the lowest package I would not be getting anything like what I was paying for.
Do not sign up with Xplorenet.
They oversubscribe to maximize profits, and when your connection degrades to uselessness, they will laugh in your face and do nothing. Tech support is non-existant, a bunch of kids on the other end of a phone who aren't empowered to do more than read steps from a list to you.
That they can sell a package and fail to deliver any more than 10% of the service should be considered fraud, but currently is not. There are no laws against this in Canada. I feel bad for the rural municipalities who have invited Xplornet in to provide internet services, and inevitably find out how poor the service actually is. Let's hope the government of Canada wakes up and does something about this practice soon.
When my contract is up I will be leaving Xplornet and never looking back. I warn anyone and everyone I can away from their service, to save them the headaches I have experienced.
Comments:
 | | | couldn't agree more Rural Ottawa here...been an Xplornet subscriber for a year now with 3Mbps/3.5Ghz package and have had the same experience. I work from home and so am sensitive to bandwidth problems. The service is usually tolerable on weekdays until about 4pm when performance nosedives. It's always poor on weekends. I've also heard the "up to 3Mbps" BS from them along with the other nonsense they throw at you. Me: "the ping time to my default gateway is 2000ms" Them: "what operating system" Me:" take your pick, Windows XP/Vista/7, Linux, IOS, etc" Them:"what antivirus are you using? what browser are you using? did you clear the cache?" wtf!!!!! They seem to have no way to verify that the problem is at their end and so all they can do is blame your equipment. Typically when it's really bad like 2 or 3 SECOND ping times it will resolve itself, but the people on the phone won't have a clue.
My only other ISP choice was Telus/Bell/Rogers using their 3G hubs. I tried a Rogers hub and it worked very well but the cost is too high. The $10/GB for exceeding the plan limit was the deal killer, even with the undocumented $50 maximum (which they could rescind at any time).
perterbed, thanks for the links. I feel like I'm being fleeced and it would be interesting to see what the consumer complaint agencies would have to say about this.
Yeah, they suck »testmy.net/qTEaZ1L.png | |
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Review by NorthCowgirl
member for 87 days, 0 visits, last login: 87 days ago
updated 87 days ago
- undisclosed location
- Contract price not specified.
- "Xplornet is slow, unreliable and they continue to bill you after you've cancelled service"
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Just got off the phone with Willard at Xplornet's Fredericton Customer
Service Department about overbilling. Simply put, we called them to let
them know we were moving and would no longer be using their services. They
have continued to withdraw $62.14 from our bank account and they refused to
stop billing us based on our telling them we were moving. They insisted
that as we did not call to "cancel" the service but only told them we were
moving, that they were entitled to continue to bill us. Xplornet claims
that as they did not issue a cancellation number, that the service was not
cancelled. Amazingly, when we contacted Bell, Hydro One, etc, they were
all able to grasp that when a customer moves, it is time to do a final
reading and close the account.
We have moved to another city and are happily using Cogeco's internet
service.
The first call to Xplornet resulted in Willard placing us on hold and then
disconnecting us. Our second call to Willard was with the intention of
speaking to his supervisor. Willard claimed that he was able to handle
this and flatly refused to pass us up to the Supervisor despite repeated
requests. Willard refused to give me his last name or his employee #.
We ended the service effective November 3, 2011; they withdrew $62.14 from
our bank account on November 10, 2011; I called Xplornet on November 15, 2011
and asked for a refund of the overpayment which they steadfastly refuse to do so.
During the conversation, it became clear that if I did not state to cancel
the service, that they would continue to bill us. I can't believe how
short-sighted and cavalier Xplornet is.
As an aside, we were often dissatisfied with Xplornet's service. They
charge $62.14 per month for their upgraded service which is barely faster
than dial up plus we were having frequent problems with their Surfbeam
Modem and were without service days at a time. If you live in the country
as we did, I would strongly suggest you use Rogers or Bell's service and steer clear
of Xplornet.
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Review by ThatGuy
member for 181 days, 31 visits, last login: 37 days ago
updated 113 days ago
- Wheatley,ON
- Contract price not specified.
- "Wireless service that can ACTUALLY pull up webpages! Tech Support that is helpful, Wireless service that work"
- "speeds are slower than advised... but it actually does pull up webpages! Tech Support tries hard..."
- "if you cannot get DSL or Cable in LakeShore, Leamington, Wheatley, SW Ontario area Xplornet is FAR superior to Wave Direct"
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XPLORNET is far superior service, that actually works, with tech support that is willing to work with you!!!!
As my service with Wave Direct was steadily going down hill, starting with inconsistent service that continually got worse with each "upgrade" I looked into other providers. I live in an area where DSL and cable are not options, as the phone lines allow for a maximum connection of 22Lbps down (90% far less than that) and no cable lines in this area (live in the middle of the country) my options are Fixed Wireless and Satellite.
As I attempted to troubleshoot with Wave Direct, because the service would work for a few minutes every few hours after their latest upgrade, I was continuously told that my router, which was unplugged so the computer could be connected direct to their radio, or laughably that iphones or ipads were the issue (which would require the before mentioned disconnected router, and would require me to own either of them). I was told by the higher ups that when my internet was not working and when their support techs were trying to tell me the radio was not connected to my computer (when it was clearly connected to my computer and tested with 3 different working PCs) and the internet was not functioning in any usable way to pull up even the Google home page, that their system was working "flawlessly". I had sent in trace routes and ping tests showing high times of over 1000ms on the third or fourth hop, and even though they stated my service spiked only once most likely due to rebooting their radio (which had been done numerous times, so by that logic there should have been numerous spikes?) that Abe Guenther and Steven Kenney the Network Operations Manager
"...recommend if you are so unhappy about your internet that you move to town and take your chances with DSL or cable. Or become a wireless engineer and try and improve the technology. Because you are already getting the best wireless performance you can get point to multipoint.
...If you want higher reliability we can put in a $7500 backhaul to your location if you'd like and you'd be charged $500 a month for bandwidth, and a rental charge on the tower for use of the spectrum. That is the only way you will get the sort of performance you want 24/7."
So for the service I was requesting... the ability to open up a webpage, not stream video, not download torrents, Wave Direct said not only that they are the best, but I could not find any better!
Xplornet came out twice to work on getting the signal for the service, they provided me with a free router (I'm sure built into the cost of the service, nice gesture but not needed) and they explained their work as they did it. Xplornet worked hard to get the best possible signal and have the internet working for me.
XPLORNET is far better than Wave Direct! The tech support is actually knowledgeable and was willing to work with me to determine the cause. Yes, the speeds I am getting are not what I signed up for... but unlike the experience with Wave Direct I AM ABLE TO LOAD WEBPAGES! The tech support is looking into the speed issues, but at least I can read news, check my email and do what I like with an internet connection that works without the ridiculous costs of $7500 installation fee and $500 per month or selling my home and moving that the lazy upper management and support staff from Wave Direct stated I would need just be to be able to open a webpage on a regular basis.
I advise all to use Xplornet if you live an area such as I do, and to avoid Wave Direct as they will gladly take your money, and then mock you when your service does not work and you try to work with them by providing tests showing the issues you are experiencing.
Tech support wants me to believe that ALL of my computers have a virus that is causing slow speeds here, but doesn't affect when the computers connect to other locations.
Comments:
| | Explorenet Explorenet is just as ridiculous. They now advertise that they slow your $ 130 a month Internet when you use to much. Supposed to be unlimited. There donkeys ( tech support ) haven't got a clue. My EXPLORENET barely ever works. They are hi priced dial up | |
| | Reviews:
 ·Xplornet
 ·WAVEDIRECT
| Re: Explorenet The tech support could use some further training I agree... however they did try to work with me, they did not instantly blame my equipment, they looked into things when I called in.
The important thing is that WaveDirect would constantly change things, Wave Direct would start ALL troubleshooting calls by blaming my equipment, stating everything worked FLAWLESSLY on their side, while I was unable to pull up ANY WEBPAGE. When I provided ping tests & trace routes to show my issues, they ignored them and did NOTHING to help me but mock my situation.
Xplornet works... I can access websites, the speeds may be slow, but the service does work, I can access websites unlike Wave Direct.
So while they may not be perfect, they are far from the ridiculous fail that is WaveDirect! | |
| | | | | Re: Explorenet It is with great disappointment that I see this written about wavedirect. I assure anyone reading that we do our best to handle extraordinary circumstances such as this. I wish that the outcome here could have been more similar to the great majority of issues we handle and solve.
wavedirect Telecommunications is a locally owned wireless Internet Service Provider serving Essex County Ontario and surrounding areas. As a locally owned member of the community, we do our best to provide our customers with the best possible Internet service. We have grown over the past 10 years to the level we are at now by our good reputation as a service provider. We do our best to ensure that problems with our customers are resolved satisfactorily in one way or another.
This particular case you are reading is an exception that we can say has happened very few times in our 10 year life as a provider of Internet services. By the nature of wireless, there are some variables in delivering the service, and for a very few cases, we need to work with customers to bring their service to a satisfactory level. Sometimes we need access to a roof to re-point equipment or need to replace parts. In working with this customer, we were repeatedly refused access to his house to troubleshoot. Even after working with him for a month through phone calls and emails, he still insisted on no service calls. I even offered to change all wavedirect owned equipment at his house and guaranteed that there would not be a charge, and he refused insisting that the problem needed to be solved without a service call. At that point, it was becoming outside of the normal scope of duty to continue emails and calls after in-house support was offered for free and refused. This is the first time we’ve encountered a customer who has refused a service call. Consequently, this case is an unfortunate exception; we are very sorry that things turned out the way they did but in retrospect, there was not much more that could have reasonably been offered from us.
wavedirect builds its business on its quality service. We have upgraded our equipment in many areas to further this commitment to quality. We even have a 30-day free trial to attest to the quality of our service. This case is unfortunate, but far from the norm. If any current wavedirect customers are reading this and feel that they are having problems too, I implore you to call us and we will be very willing to work with you. If you do not have wavedirect and are reading this, then I ask that you simply call to inquire about our 30-day trial, and if after 30-days you are not satisfied, then you are out nothing. | |
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·Xplornet
·WAVEDIRECT
| Re: Explorenet You were not refused access to our house. You were even out to change our antenna to a new location during this time. Never did you call me to say you wanted to come out. The only time you called was to complain about us posting the above and I will not go into what you offered. When did you ever call me offering a free service call? When did I refuse you to make a service call over the phone? Do you want me to put up the e-mails you sent me? I do not recall you ever offering to change any wave direct owned equipment unless you mean your offer after I cancelled your service.
I even cancelled a week early and have never asked nor expected you would give any type of refund. | |
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Review by steveleach
member for 175 days, 3 visits, last login: 145 days ago
updated 138 days ago
- Cobourg,ON
- $54 per month
- (36 month contract)
- "Nothing."
- "Signal, reliability, speed, customer service."
- "Pathetic."
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I assumed the lease from the previous owner of our home. I complained to Xplornet from Day 1 that it was too slow, and completely unusable, especially for uploading. After 2 months, I finally cancelled and went with Rogers Turbo Hub (which is excellent). Xplornet wants their $450 cancellation fee and is threatening to send my file to a collection agency. I plan to take legal action.
Their contract states they will make a "reasonable effort" to improve my service. They did not do that.
Stay away from this company - they are heavy-handed, unprofessional, and their service stinks.
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Review by (hidden by request)
(review was emailed from domain hughes.net)
lodged 221 days ago
- K0J2R
- Contract price not specified.
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I am sharing with you the experience I have just lived with Barret
Xplornet- New Brunswick and their sub-contractor in Ontario. They have
provided no service, not even returned calls.
I am therefore cancelling the Service Agreement that I signed 8 days ago
and instructing them to remove their equipment from my property. I now
have no Internet Provider and therefore no e-mail address.
I=E2=80=99m not sure to whom I may apply next in order to find and
ethical company to deal with. I may revert to dial-up or just
stay off-line. The aggravation of dealing with Xplornet has been
absolutely stressful, draining and utterly useless waste of time and
effort.
Comments:
| | internet service with xplornet Our internet service from the beginning has been very expensive and very slow. They charged a 600 dollar fee for hook up and 135 a month after, and we could go hours without internet. Phoned them several times, they came in and charged us another 400 for something else, still no good. Finally, they checked our modem and said it was only working at 46 percent, and the warranty had run out. 250 for a new modem, or 125 and sign up for another 2 years. I said forget it. They forwarded it to their "Loyalty department". Still didn't hear anything. Phoned again and cancelled service. The next month, another 135 on my bill. And, they want 220 for cancellation. They are such a rip-off outfit, and I hope they go under. The technician they sent couldn't even set up our Mac, said "I don't speak Mac", so we still can't use that computer. Why are the credit card companies protecting thieves like this, they won't touch it if there is a contract. Even if I cancel my card, I will still get a bill. And, I just met a neighbour with similar problem, we are all fit to be tied!!! | |
| | | This is how the internet always works in Canada This is Canada home to the worst internet in the entire world. In the years past we were barely above the third world countries now we've slipped below all the third world countries. | |
| | | any ideas?? I was a customer with Xplornet internet services for just over two years. In order to get internet to our house in the country, Xplornet needed to install an antenna device on the house we were renting. They contracted and installer at $100 to me to install the antenna as it was explained to me that because of warrantee issues I could neither install nor uninstall the device myself. After renting the house for two year the owners put it on the marked to sell and it was sold the first day. As soon as I was notified I called xplornet to close my month to month account and uninstall the product before we had to move out. The uninstall date was set for the following week. After a week’s time the uninstaller that xplornet had contracted called me and said that they have to reschedule. I told them that this was not possible as we would not be living in the house when they could make it back. They told me that this was not a problem and they would talk to xplornet about the matter. 4 months latter I have received a bill from xplornet for $462.07 for the cost of this antenna. When I asked why it had not been installed they gave me the number to the uninstaller they had contracted to do the job. He told me on the phone that the new owners of the house would not let him on the property and was using the device for his own internet. As we live very far from the former house I tracked down the new owners phone number and left numerous messages asking if he could let the installers onto the property with no response. At this point I contacted Xplornet and they suggest I ask the realtor to call the new owner. The realtor got a very angry response from the owner and was hung up on. At this point I contacted xplornet again to explain that I had done all I could but because they rescheduled the uninstall even though I made them aware I would not be living in the house I could not pay this bill. When I asked to talk to a manager about the matter I was told by “Ray White” that I should have taken down the unit myself. When I told him I was told that I could not touch the unit by xplornet he said I still should have done this.
It was not my choice to use these contractors as they were contracted my Xplornet so I hold no responsibility of there actions.
i received the following email yesterday from Xplornet;
Dear Valued Customer,
Subject: NOTICE OF DEFAULT IN PAYMENT TERMS AND CONDITIONS
This is to advise that you are in default of payment and are required to pay the balance of $462.07 within ten days of receipt of this notice and you must return any leased, financed or rented equipment immediately to Xplornet to avoid additional charges and legal action.
If we do not receive a response to this notification your account will be billed according to your contract and the balance will be sent to an outside collection agency.
Regards, | |
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Review by Kim Paynter
member for 364 days, 16 visits, last login: 246 days ago
lodged 252 days ago
- Edson,AB
- Contract price not specified.
- "Fairly reliable connection."
- "Dis honest buisness practices"
- "Get it only if you have no other choice. DON'T go long term contract."
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Have been using their service for over 5 years it was the only option when I first signed up. Initially the service provided close to the speed I pay for (My boss pays it.) Originally $199.00/month for 3Mbps Up and 1Mbps down. After 2 1/2 years they called and offered to switch me to a different service. Actually the story from them was that they had a new service that was better with less latency and that because I was such a good high paying customer. And because I lived on the firing of what may be the service area they wanted to try installing at my location. To see if it worked. After 2 days of me lending my ladder, tools and 100' Ethernet cable to there install Team. I had service that was the same as before. only the price went up by $50.00/month. And the install guys sent a $600.00 bill to me. I freaked on the phone and they knocked the price back to 199.00 for the remainder of my original 3 year contract and paid the installers bill. In 6 months my monthly price went up to 249.00/month.
Last year a private WISP who operates in my area put up a tower closer to me. There prices were quite high and install was quoted at about $800.00. I was considering switching and was told by Xplornet I was still under contract. I went back and forth with them on the phone and never received proof of the fact that my original 3 year contract had been extended. However due to the high install cost my boss opted to continue to pay the $250.00 monthly charge instead of the $800.00 install and a $50.00/month lower monthy cost.
This winter I decided I was fed up with the latency and declining speeds I had seen over the years and looked again into the possibility of wireless. THe Local WISP wants the same monthly rate for 3mbps down and 3mbps up total of 65GB/month limit ($250.00) and Xplornet offers wireless here now too but at 5mbps down and 1.2mbps up with no monthly limit for 99.00/month. I spoke to the local dealer and was told that they could not provide service to me despite the fact that the xplornet website said they could. He actually recommended I contact their competition.
I spent several months of spare time on the internet learning about various aspects of wireless networking. Including PtP links and terrain plotting. As well as enough technical lingo to confuse the level one technicians that you get when you phone in for service and made contact with there marketing department. The result was that they put me through there training so I am now certified to install their equipment. My intention was to hook up my own CPE and save on the install and get 5mbps instead of 3 for half the cost. At these training classes I found out that all traffic from Alberta goes through a 50mbps pipe to Toronto where it gets into the internet. So I will pay the $800.00 to get online with the local WISP.
Oh yes one other thing I learned was that the new satellite service I was switched to was actually done only because it could be done. As they wanted me off the original Ka band satellite and onto the Ku band one because the Ka band is the only one that can be used north of about 200km from the US border and they needed to free up circuits on Ka band. So they could service people up north.
Comments:
| | consumer protection Alberta consumer protection.
»www.servicealberta.gov.ab.ca/Con···Info.cfm
file a complaint(actually the bill payer would have to file the complaint).
»www.servicealberta.gov.ab.ca/562.cfm
Generally, contracts can not be extended or renewed without being told of it and preferably a contract should be signed so that both party's are in full agreement(if you call a one sided contract in agreement). Some companies like to extend contracts(illegally) without notification, when a user upgrades equipment.
The telesat Ka band satellite has been sold out for a couple of years in bc and alberta(capacity in reserve for northern users).
hughesnet KA band is along the bottom 1/3 of alberta, with a beam available in the middle of alberta.
hughesnet is slowly transferring users from old leased KU band satellites to it's KA band one. next hughesnet KA band launch is in mid 2012.
viasat1 to be launched in august and will cover the high usage areas.
--
Prisoners are treated better than supposedly free North Americans. | |
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Review by .
(review was emailed in)
lodged 287 days ago
- undisclosed location
- Contract price not specified.
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is there away to rollover unused b's thanks email stephenking71@charter.net
Comments:
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Review by (hidden by request)
(review was emailed from domain gmail.com)
lodged 293 days ago
- k0b1p
- $49 per month
- (36 month contract)
- "nothing good to speak of"
- "The signal is not stable the the speed is far slower than what is writen in the contract"
- "They will not let us cancel the contract and they can not fix their problem so were forced to contact the better busines bureau"
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We are locked into a two year contract with xplornet they are not
providing the high speed we are paying for we have been getting a little
faster than dialup speed the signal is unstable .we are in the process
of trying to get the contract canceled through the better business
bureau . xplornet has not been very responsible and have been misleading
with the new 4g service the signal is not available to everyone .
The technician told me they were having an increase in customer
complaints
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Review by Tig
member for 5.6 years, 357 visits, last login: 2 days ago
updated 340 days ago
- Carrying Place,ON
- Contract price not specified.
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Please delete
Comments:
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Review by dancho
member for 2.5 years, 28 visits, last login: 361 days ago
updated 1.1 years ago
- Belleville,ON
- Contract price not specified.
- "AFTER signing a 2-yr contract, they CAP YOU"
- "DO NOT sign up with these guys unless you have NO OTHER CHOICE"
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We signed a 2 year contract with Xplornet for what is advertised as an uncapped service.
Soon after, they sent us a message on our "myxplornet" page, to the effect that effective March, 2011, they are capping the service with different allowances depending on which plan you have. Their customer service claimed that they are under no obligation to let new customers know about their new policy beforehand, since it is not currently in effect. People need to know up-front what they are signing up for, and what Xplornet is doing at the moment is a bait-and-switch tactic.
To summarize the new policy, there are now daily and monthly caps, which put your account into "recovery mode", where your speed is lowered from your subscription speed to 300 kilobits/s (37 kilobytes/s) until you go under your limit.
One example. For their $45 plan, the daily allowance is 500MB and their monthly allowance is 20GB. After you exceed your daily allowance, you go into "recovery mode" until you have used less than 500MB in the last 24 hours. At the end of the month, if you have used more than 20GB you go into recovery mode for a minimum of 5 days until your usage drops below 20GB for the last 30 days. If you think about it a bit, with a 500MB cap, there is NO way for anyone to achieve more than 15GB per month, so their monthly cap is totally unrealistic for the $45 plan.
Here is a link to the old management policy which is the only policy accessible openly on their website now (NOTE NO MENTION OF CAPS): »www.xplornet.com/legal/xplornet-···icy.aspx
Here is a link to a posting which contains the full text of their new policy posted in the forums:
»Xplornet is adding CAPS to their traffic management policy!
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