 |
| ||||
 |
Home | Reviews | Speed Test | Tools | News | Forums | Info | About | Join |
Hi, I moved from Ottawa to Merrickville and scheduled Xplornet LTE service to be installed (I called 3 weeks before the move to ensure I had an install date for our move-in day). This is for 25Mbps down and 2Mbps up with a 500GB cap. The install was supposed to happen today but the installer never showed up. I called at noon to xplornet who got in touch with the install team. Here is where things go bad. The install team was informed from Xplornet that the previous customer (the person I bought the house from) cancelled their service (which is normal). What is not normal, Xplornet went ahead and cancelled my install date without telling me. I find out there is no install happening and that there is nobody available to do an install now until Sunday (today is Thursday). I took the day off from work so that I could coordinate this install and now it's not happening. Mistakes happen and I expect some sort of compensation either in the form of waiving the install cost or the first month. I asked for either option and Xplornet declined saying there was nothing they could do. I find that hard to believe. They are choosing not to help a customer when they are the ones who cancelled my install date. So to sum things up, Ok pre sales information, TERRIBLE install co-ordination, TERRIBLE connection as I don't have one, TERRIBLE support as they have done nothing to escalate and help a customer on THEIR mistake. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Update Well I was pleasantly surprised last night. I had emailed the VP of customer care with a link to this post. She emailed me back within 2 hours and had a manager phone me right after. They offered to eat the costs of the install and the first month for their mistake. They also apologized and wanted me to know this is not how they expect their first customer contact to happen. They have escalated my install and hoping to get it done sooner than Sunday but they can't guarantee it. My opinion of them has changed to the positive. I'm happy I was able to reach someone who cared within the company. It has made a big difference in how I view them. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ It's become obvious that the tower I'm on is currently congested and/or over subscribed. During the day I get the speeds I'm subscribed to (25/2) and after 6pm I am lucky to get 2-3 Mbps down. I tried to put in a support ticket and it was immediately closed saying there are no issues. It's a shame that rural communities cannot get decent internet infrastructure considering the price paid for the service (100+ a month). member for 11.9 years, 1946 visits, last login: a few hours ago updated 5.5 years ago
One of the worst in customer service I have ever experienced. I ordered internet and it was installed, the day of install the installer said phone package was available. I called they said yes you are on the list. A few days later I called in again and they said yes I was on the list. Then the same day 2 salespeople called to sell me phone service, I said I have it I am on the list. They did not know anything about it and said they would call me back. No one ever called me back, I still do not have phone service. I emailed in and its like a dog chasing his tail no one can tell me if I am getting phone service if it's been ordered or if anyone has ever read my emails now 11 and counting. I don't understand how a company works hard to get customers yet once they have the customer forgets all about the customer. There is no such thing as customer service and no what so ever customer contact. I received an email from Mathew at Axplornet saying they will call me, how they have not sent me the phone package. I dont have a phone, I keep emailing yet Xplornet cant read me emails. I DO NOT HAVE A PHONE?????? member for 5.7 years, 1 visits, last login: 5.7 years ago lodged 5.7 years ago
I've had service for a month and its been quite good. We have the 25mbps package with 400gb cap. Paying $99 canadian for the service. Set up was 50 bucks with a one year contract. They put an LTE reviever on the roof and we have a small modem/poe injector connected to it inside the house. Only thing I don't like is that we need to use a ZTE h298n hub with the wifi disabled for their VOIP service. Our tower isn't crowded so we're receiving our full 25Mbps at peak times and up to 37mbps on off hours. We have line of sight to the tower, with no obstructions. Installer was a bit sloppy with terminating cables inside the house. Initially had issues with connections hanging, but I was able to remedy that with dns and other information from this website. member for 5.9 years, 12 visits, last login: 4.8 years ago updated 5.9 years ago
I never signed any service agreement! DID YOU??? Basically this is the loophole in the contract agreement that cplornet has, if they have fradulently bound you into a contract please see below: "Please note that Xplornet Internet service contracts are Remote Agreements. This means that a signature is not required to complete the contract. Instead, a Remote Agreement is completed upon installation and first use of service by the customer through the Xplornet Activation Process in the MyXplornet. By providing your contact information, payment method, agreeing to Xplornets Terms and Conditions and using your Internet services, you have been entered into the contract agreement." There is no information about the Remote Agreement in the Terms of Service and the terms of service clearly states: (2. AGREEMENT: These Terms of Service, your signed Service Agreement and Site Survey, our Internet Use Policy, our Fair Access Policy and all other policies posted on our web site at www.xplornet.com/legal, constitute the entire agreement (the Agreement) between you and Xplornet (Xplornet or us or we) with respect to your use of the Service.) And: (7. TERM: This Agreement will begin upon the activation of the Services and will continue for the minimum number of months specified on your signed Service Agreement.) However, I never signed any service agreement! DID YOU??? source: »www.xplornet.com/legal/e ··· reement/ email from Xplornet: We understand you would like a copy of your Internet service contract. Were happy to help explain! Please note that Xplornet Internet service contracts are Remote Agreements. This means that a signature is not required to complete the contract. Instead, a Remote Agreement is completed upon installation and first use of service by the customer through the Xplornet Activation Process in the MyXplornet. By providing your contact information, payment method, agreeing to Xplornet’s Terms and Conditions and using your Internet services, you have been entered into the contract agreement. Please find further information at [www.xplornet.com/legal]www.xplornet.com/legal member for 6.5 years, 1 visits, last login: 6.4 years ago updated 6.5 years ago
I happen to have a direct line of sight to their tower a few kilometres away, so my service has been very good. There have been very few interruptions. I am paying for 25mbps but typically get 16 to 17 mbps, a bit slower in the evenings. I do get Netflix in hi definition, and internet radio is on all day with no buffering. Upload speed are slow, but I think this is normal for tower service. I know the company had some growing pains but they are a lot better than they used to be. member for 12.6 years, 11 visits, last login: 6.6 years ago updated 6.6 years ago
Not even sure where to start with how bad this company is. 1. Installer drilled a hole to run the cable into a room at the opposite end of the house and 1 floor below the room he was directed to use (which already had a point for the cable and in which ALL of the computer equipment resided). He then set up the equipment and left it sitting on a rug under a table in the basement. THUMBS DOWN! 2. Average speed connection at best ('high speed' best package was purchased at major $$$) and it dropped every 5 minutes. Could not actually use the service right from the beginning. PING was ridiculous (1453 avg). THUMBS ALL THE WAY DOWN!!! 3. After weeks of trying to work with Tech support, had to create a "dealer (installer) complaint" with Xplornet. Installer never responded. 4. Cancelled contract within 30 days due to above - money cannot be refunded until equipment is returned (understand the reason for this so that's fine). 5. 1 month later - STILL waiting for installer to come back and get equipment - contacted Xplornet and they sent me to tech support to create yet another new work order. Asked who was going to pay to fix the hole in my wall that he created against my wishes - Xplornet responded that this was between me and the installer. SERIOUSLY???? The installer works for them, not me. Apparently they don't give a flying f*** about whether their dealers (who represent Xplornet when they drive into my yard as far as I'm concerned) actually do any sort of quality work and nobody appears to be accountable for anything Xplornet-related - not even Xplornet themselves. I have no idea what to do at this point except I guess take care of the hole myself and hope I can get another dealer to come and get this useless equipment. member for 6.6 years, driveby review (so far) lodged 6.6 years ago
I recently got xplornet internet switched from my moms house over to my apartment as she lives in another house across town, anyways it's been roughly 6 months and I can say I'm extremely dissapointed, I have the 200 GB package which costs $79.09 each month, now I will say that my internet works fairly well in the morning and early afternoon hours but the real problems begin around 6pm and can last all the way past midnight. These issues consist of constant "no connections" .. none of my apps will load, google doesn't work, nothing! So I do the usual I call tech support and it's the same old line "the tower you use has a lot of traffic" which is understandable but not being able to use the internet I'm paying for, for several hours a day is unacceptable. Unfortunately out here it's the only internet provider around. I find it odd because my brother up in northern Ontario is with bell and there's thousands of people using the same tower for connection (or however it works) and they never have an issue. It may seem as if I'm complaining for no reason but it sucks! In the end Xplornet offered $10 off my bill each month, which honestly isn't enough, it should be $40 a month off which would be half, since I can only use it from 10am to 6 pm .. I do spend quite a bit of time online as I watch my tv shows on my iPad too. Anyways overall very poorly satisfied. member for 6.7 years, driveby review (so far) updated 6.7 years ago
Xplornet has got to be the worse always a loss of connection I've given up on contacting them it does no good. Unfortunately we're stuck with them they are the only service provider in our area. Over priced crap is what they offer. I'm sure alot of ppl will be changing first chance we get. They should be crediting ppl for dealing with the terrible service. member for 6.8 years, driveby review (so far) lodged 6.8 years ago
We retired from Portland, OR to Golden, BC in September. When we built our retirement house we looked into ISP options. Many Xplornet posters around here offered super fast internet so we called the local rep in town. 5Mbps and 50GB/month seemed high but what can you do when you're in the boondocks. Not the 25 mbps fiber-optic we had in Portland for $45 a month. The installer didn't like working in the cold so we had to wait until the temp hit about 20F. He came out after a couple weeks and gave us a location for the antenna. I dug a 3' deep hole for a post but didn't like the location. The installer said we better not stand near the antenna or "it'll fry your brain!!" I dug a new hole across the driveway in December, nearer to house and where we are unlikely to hang out. It took me three days to dig a trench under our frozen dirt/gravel driveway. After another week the technician returned and finally set up the antenna. He said the signal was too close to a big tree we could not cut down since it's on the neighbors land. He said he got a good signal anyway. Although the signal was OK when it worked it was much slower than advertised. During the day we might get 3-4 mbps (advertised 5) but we could stream YouTube and other videos. After about 5 PM though the speed dropped to 200-300 Kbps and streaming was impossible. Weekends are not quite as slow. I complained several times and they took $10 off a month but it's not worth even $70 a month IMHO! We did not have a phone in the house. The electricians never brought a landline phone in so we decided to try Xplornets $20 a month "Home Phone". Again we had little choice. Not even the local's cellphones work here. Setting up the VOIP phone was OK but the info we got wasn't the best and it took about a week to get the phone working. The phone signal is not the best and occasionally people hang up on me because they can't hear or understand me. Worst thing of all happened last week when for no apparent reason we lost everything for 5 days. No internet and therefore no phone so I had to drive a mile and use the neighbor's phone when necessary. I complained to the local rep in Golden but he pissed me off and did nothing to help. For about 2 hours one day we got a signal. I called Xplornet and explained the situation. The guy said we had a low signal and someone would contact us! Then we lost everything again for 4 more days. I checked all the connections. While near the antenna I saw that the receiver part was loose and not screwed to the dish arm. We can live w/o the internet but not without a phone. Finally after another few days the installer happened to drop by. He adjusted the antenna and since then we've had a signal - slow as before but at least it works. Xplornet has a new satellite we are "eligible" to access. It's supposed to offer 5, 10 and 25 mbps and more download. They say it's "more affordable" BUT it means spending $200 more to change over and re-aim the antenna and I refuse to pay any more to these guys. If we had any other alternatives we would drop Xplornet ASAP. member for 6.9 years, 4 visits, last login: 6.9 years ago updated 6.9 years ago
Commercial business package 5mb down 2mb up for 2 years @ $99 a month. 80gb bandwidth with a hefty surcharge when I go over. Monthly payments were closer to $150 and the stress of monetering every day usage. It's a monopoly rate for a product that the fine print states 0.5mb is where can drop down to no matter what the "up to" speeds your paying for might be, it can still drop down to 0.5mb and that's the quality of there product on paper. Install was fine. WiMAX mounted on a fully extended 12 ft pole connected to a tripod base bolted to my roof. COMMERCIAL product they no longer offer was expensive with a low bandwidth cap. The speeds were NOT throttled down ever and I usually got between 3-4mb down while school was in, but once school was out and 4:00-4:30 hit, my speeds would drop to 1.5-2mb down. I used it for my VoIP and 2 RDC computer connections for work. It got the job done, but just barely. Here's where things get interesting..... I kept getting flyers for faster cheaper internet from xplornet and decided to call them on it. More bandwidth, faster speeds (10mb down) for $79.99. I thought I'd call and ask them about it. my biggest concern was that with the commercial product I originally signed up for, I was getting priority service, max speeds always (though I was consistently going over my limit) and I didn't want to loose that. The CSR advised me that there was no such thing as priority service..... I said but I'm paying ALOT for it!!!! He said no such thing, you must be on a discontinued plan, we've improved our product a while back. Being a logical fella, I believed him. So I asked if I switched to the cheaper faster more bandwidth product, would I get the same speeds I've been getting all along? The CSR said you won't notice any difference. So I took the bait. BOY WAS THAT A MISTAKE!!!! I complained sooo much I got nearly got 1/2 a year for free! I lost business and loads of potential clients. I found myself having to commute 100km to Toronto to work instead of being able to work from home since the speeds were too slow. I tried to get the old product back but apparently it never exsisted???? Discontinued and no records about it I guess. I'm sure there were some kind of discrimination stuf they got hit with and couldn't offer it any longer. IT GETS BETTER!!! Entering the LTE phase So the saviour of xplornet gets it marketing push and the advertisement comes my way. LTE now available I was like shut up and take my money!!!!!! I paid $1,350 to get a 40ft tv tower installed at the side of my house and got the LTE asap! It was a rip off. speeds were just as bad when I upgraded from 5 to 10 down and no change in speeds when I upgraded to 25mb down. When I say no change in speeds I mean it was just as bad as my old rig, WiMAX, I shelled out all that money for nothing. And I grilled the CSR's like no one else, I spend hours and hours and hours over the years getting my free months and trying to figure out why speeds where so slow. When LTE came around I was assured that this would take care of all my problems and I believed them. I paid $1350 for the equipment to makes sure that signal strength would not be a problem and did everything above and beyond what was needed. Once I filtered out all the trouble shooting under the son multiple times, it turned out that there was just no explanation for my slow speeds. Word of advise, go with there basic LTE package, more expensive packages won't give you faster speeds during the day. When it finally all came to an end and another internet provider entered my area, I had the absolute joys of calling xplornet to cancel after 4 long years with them. They begged me to stay and I'll be honest here....... let me say that if they charged me a fair price for there product, I wouldn't speak to harshly about them.... if all They can do is guarantee me 0.5mb speeds, then charge me for those speeds. Not *up to* 5 or 10 or 25mb. Charge me for what the quality of the product actually is. My uncle is with xplornet and when I was up there last he was getting under 1mb but still paying top dollar. He couldn't even run Netflix! They begged me to stay, I told them about the product value being no good, paying for a service and not getting the product is not cool and I felt misled in there advertisements.... ****** important note***** the fine print states that it is still exceptable if you are getting 0.5mb down***** that's where they stand with there product fellas!!! 1/2 a meg is there quality control standard. NO JOKE!!! Dial up is 0.25, xplornet is 0.5. Avoiding another rabbit hole.. the installers came by to take back there equipment and tried to talk me into staying. I sort of looked at them like do you have any idea what you just said?!? Briefed them on my 4 years history, they said xplornet is getting better. Well I told them that's what they've been saying to me for over 4 years and unless they change there fine print from 0.5mb down to say... 5mb down guaranteed, they do not stand by there own product. Someone please let me know if/when they amend there speed quality from 0.5mb as a bare minimum..... as long as that stays the same, they will forever be a disappointment to any isp claiming to be high speed.. I'm with another line of sight isp and I've had to call them once. I pay for 10mb Down, I get 9mb-11mb down no matter what time of day it is. I've never been happier. member for 7.3 years, driveby review (so far) lodged 7.3 years ago
| ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
·
Business customer
- ISP Reviews
- Review an ISP
- Latest
- GBU
- Information
- Hardware
- FAQs
- Community
- Join
- Welcome
- Members
- For Sale
- Forums
- All Forums
- Follow
- Site
- Mobile mode
-
© DSLReports.com
Est. 1999
Tuesday, 16-Apr 17:36:34
Hosted by
Liquid Networks