Xplornet Satellite Internet Service - A Big Disappointment
Up until last fall we were reasonably pleased with our Xplornet service but not any more.
We are being billed for a service that is not functioning and can't get it fixed!!!!!
Our summer hideaway depends on Xplornet for our internet access. We took advantage of their offer to turn the service off during the winter months and was told a simple phone call a few days in advance would see it back on and running when we arrived on the 24th of May weekend to open up.
During the winter we made arrangements to upgrade to their new 4G network on turning the system back on.
SERVICE WHAT SERVICE
When we called in early May to turn it on they said it was already on. They supposedly had turned it on (and started billing our credit card even though they had a large credit balance on the account) in April so the installer could make the upgrade. The installer never visited the site but did tell us in a phone conversation it would not work in our location due to the trees.
Assuming (we were told it was on) all was well with the existing service we arrived on the long weekend to find no service. On calling Xplornet we were informed it was on but they had not notified whoever it is they buy the satellite time from, so in effect it was not on, but they would get it turned on for us by the following weekend.
After several phone calls they did manage to give us a credit for some of the time and to straighten out the previous credits that had some how disappeared from their system over the winter. All we can say is It was a good thing we still had our documentation about the credits or we would have been out to lunch
The next time we were there it appeared to be on but had no connectivity. Another call to service and we found out there was an issue on my end and they would submit a work order to one of their installers.
That was two weeks ago and he has yet to visit the site so we called again and asked them to find a closer service rep (there are two 15 minutes from us but they issued the work order to one who is miles away). They said we would have to call the two close at hand to see if one of them could handle the service call this week (to ensure we had service for the weekend) but they would have to issue a work order for the work to be done.
This struck us as being lousy customer service but we made the calls found one that would be able to do it Thursday morning and called Xplornet back so they could issue the work order. We were informed that it would take time to issue the work order and they could not guarantee it would be out by Thursday (3 days away)
They did manage to get it out but instead of sending it to the local installer who was ready to go they sent it to another one 2 hours away by the time (three hours of cell phone air time later) they did get it to the right installer it was to late. So now another week will go by with out service as the next time slot available is next Friday.
Every time we have called recently there has been a long message about service interruptions or issues and there is a long wait time to speak to a service rep. They seem to be so busy signing up and installing new customers for their 4G network they are unable to service existing ones.
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