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I was a long term client of 8-9 years. I hooked up with Xplornet since there was no other service outside of cities in rural Canada. Since then, Bell, Telus, and Rogers, have all installed more transmission towers and cellular strength has increased in rural Canada. I now have options. I would prefer to be loyal and stay with current Internet provider, if they try to somewhat match the price and service. I call them and ask this. "If you want double the speed, then it is double the price, " they replied. ALSO, I was currently paying $99.99 per month with a $20 discount due to 3 year contract = $79.99 per month plus taxes. On their website they offer to NEW clients $64.99 for the sMe upload and download speed per month, essentially the same, for $15 less per month. I was being overcharged. I brought this also to their attention, and they would now refund the difference. I was only asking for a reasonable refund, since it was advertised. So Xplornet seems to not care about Customer Retention at all. 2 days later, a "Loyalty" representative called me and tried to keep me on. I explained to her the issues, and then at the end she told me to ### Off. I guess they hate hearing the truth and caught in overcharges. I have since cancelled my subscription, revoked my Visa card with them, and hooked up with Bell 4G Internet TurboHub. Man this thing works great. Take out of the box, no $400-$700 installation fee that Xplornet charges, and it works within 1 minute of startup. No weather problems, or pointing problems, no sun problems, just works GREAT. My Internet speed went up 6 times the speed to 3.5 Mbps and I am only at 3 bars signal strength. WOW! Also, my charge is lowered to a flex plan for $35 per month for 1GB and if I go over up to 5GB, the change is a total of only $45 per month. I researched what out average monthly usage was and we were well under that. So 6 times faster and 1/2 price, boy I love future competition. Xplornet Sucks. Bell Good.
Since I had a choice of Dial up or Satellite Internet I went with Satellite and locked into a three year contract, over the first two years of complaints about download speeds I could still get no satisfaction. I was paying close to $90.00/month for 1.5 mb but was getting around 17 to 21 kb.. every one of the many complaints they insisted I was getting within 80% of what I paid for and that was in tune with their obligation. I finally found a digital graph speed anylizer which showed my actual download speed around 17 to 20 kb and dropping to 480bites/sec for 10 second intervales as I had always insisted but since it measured second by second there would be one second spike up. On one of my final calls I was trying to download my updates for my security. The speed was so slow a 1 mb file was showing 8 hours remaining. In total frustration My last call for support I was told I had gone over my limit and and was turned back down to dial up speed and would have to shut down my computer for an hour before they could turn it back up which meant losing what I had waited two hours already for. In their contract it states if you go over you were held back for fifteen minutes then restored back, not shutting down completely. With that I had enough and tried to find out who I was talking to. He gave me his first name saying he was the only one with that name. After much Pushing for his company ID number he finally gave it to me. I asked for his supervisor which he refused then hung up. After calling back I talked with a girl just asking for a supervisor who once again would not give his ID number just a first name I demanded to have my account shut down. Why were they hide who they were? Just a garbage company that can't deliver what they charge for an now want $320.00 for early cancellation. Xplornet is part of Shaw Media, it really makes me wonder