Xplornet Communications Reviews 234

terrible internet. Constantly down terrible latency and can hardly get more than 3mbs consistently

Internet was out at 5am on a Sunday morning. I called and they resolved the issue within a half an hour. This is the first time we have had any sort of issue in the 10 months we have had it. Bell could NEVER.

To sum it up:
Wanted to rent a router but guy shows up and says he only has ones to buy. Then they try charging us on “renting one” that we bought.
Then came the bad internet:
They hooked us up to a tower 25 minutes away so no service. Then they completely dropped us.
They FINALLY hook us up to the right tower but then call and say they want to try a tower that is blocked by hundreds of trees and they wouldn’t take no for an answer. Obviously that tower didn’t work but it ends up they hooked us up to a tower 35 minutes away and they wanted to charge us to move us back to our original tower. They “hooked us back up to our tower” but our internet didn’t work for 2 months so I called and it ends up they hooked us up to a tower 45 minutes away! They come out and charge us to “fix it” when in reality we’re still hooked up to the tower 45 minutes away and have no internet (oh but we’re still paying full price for it). I call to get us hooked up to 5G (their recommendation) but it won’t fix it if the real problem is them putting us on the wrong towers. Absolute f***ing garbage.

Customer service is terrible. Sent a free offer to upgrade speeds - we haven’t gotten around to it, and now we have no internet. The offer to upgrade speed was wanting us to upgrade hardware. Had I known, we would have done that. Talking to anyone in regards to this has been a nightmare.

Move of service was arranged for July 5th. Service was canceled in error July 11th. No ownership of error. Little or no concern about customer situation regarding working at home on the part of agent or manager. I would rate the service very good and customer service very poor. I would think twice about using the service.

There were some frustrating issues but they were all resolved, ultimately. Please have patience with new technology.

Signed up with Xplornet in 2020 and at first, service was excellent. In fall of 2022, internet quality declined so badly, it was off more than on. Every time I complained, I was advised that my router was not working properly, so I purchased a new router. Same problem in 2023, same excuses from service technicians. They advised their equipment needed upgrading and would have someone contact me for an appointment to replace, but I never heard from them. Today, I received an email notice that they were raising their monthly rate by $5.00, effective September, 2023. I've cancelled my service and gone with Bell, who offered unlimited internet and 5G for $1 a month more than I was paying Xplornet.

One of the worst decisions I’ve made in my life and am finally thankful to have these crooks to stop taking money out of my account without my consent. When I filed for cancellation they took numerous amounts of funds out of my account for half a year for services I had no access to. They have taken more then $1,500 of my money and they will do the same to you so I suggest doing some actual research for good internet providers and not a company who can’t be trusted or have the proper fundamentals for customer satisfaction. They will “steal” your money, they will give you bad internet services, the customer service is terrible and I feel the need to make sure the same won’t happen to you. If I could describe this company in one word it would be thieves. Only reason the company is alive is because it gets charitable donations from it’s customers.

No internet, no tech support, the only thing reliable about this company is the regular rate increases and diminishing speeds.

Terrible company to deal with. Just finally got my contract canceled after several phone calls over the period of a month. Was with them for 2 decades and when I finally sign on with someone else it's turns out like canceling a gym membership. Keep me on hold for two hours then I get a recorded message that the department is closing for the day and I'm not offered a call back or any other type of correspondence. When I finally talk to someone that can help me and get it done I am told it will be canceled tomorrow and that tomorrow will be the final billing day. Apparently nothing can be done because I didn't try hard enough after my first correspondence so billed another 130 for a service I had already asked for a disconnect. I do not recommend.

If I could give them -5 five stars I would. Internet is absolute garbage, keeps jumping up and down and then it disappears for a while all together. I get better internet with a potato. Unbelievably unreliable service.

Not once will you get the speed that they advertise, more likely you'll sit at about 10% that speed on a good day, and it'll constantly be throttling down to 1% of that. Hopefully starlink pushes them to do better.

Well I had an install date and finally at 4 pm.that day ivkbee they weren't coming so I called and asked if they forgot and they told me there never was anyone scheduled . So the date of next install they bring me a piece of refurbished garbage that didn't work
So the guy leaves comes back in a couple days with a new router, hooks it up and than its garbage internet constantly loses signal so this is constructive true criticism I will never get explornet and tell everyone.d I know not to . Horrible customer service as well .

Horrible internet, even worse customer service. I have been on hold for over an hour and a half after being redirected twice. I’ve been told I’ve been contacted and I have not been.

Absolutely terrible internet service. Ridiculously low speeds and extremely laggy. Once you have signed a contract all customer services falls to the way side and the company is unwilling to help in any issues you may have. You would be better off with no internet rather than signing up with this company.

I have decided to part ways with Xplornet. The service just is brutal. I have talked to 2 people now and am on hold to talk to a 3rd to cancel my service just to cancel. I will be reporting them to the CRTC. Better business ...and who ever else. Do not have anything to do with these crooks. The only thing they are good at is taking your money!!

Internet commonly goes on and off. They said they would give me a discount not a repair , I also have Xplornet phone. First few days of March it started dropping outgoing audio on my calls. 2023-04-16 still not fixed after dozens of calls and many hours wasted. They initially said it was my phone. I tried 3 different phones, The latest I was told they are putting up a new satellite in Sept 2023. Six weeks after phone started failing, still not fixed.

I asked for a quote, received one higher than the website indicated. Said he would advise his manager that the site was wrong..
I asked 3 questions- is there an app to control wifi usage, how far in advance are you booking, and what is the availability. After 20 emails back and forth without those questions being answered, I phoned to set up the appt.
Appt was set up for Sunday. I was told I would get an email confirmation, it never came. Monday I got a phone call from the technician to come by that day. I explained that I would be at work, and would call when it would be possible.
He called again, and again, and I told him again. Then he showed up at my house unannounced while my son was home alone. I tried to call and cancel the install, but they couldn't find it under any of the 3 phone numbers they've been phoning.

The person that did the install put the chord all around my front door and the middle of my house and around the trim. I should have watched him but I thought it was common sense to put the chord up higher by the eves trough so now I have an ugly black chord around 2 sides of my house and across the white trim. They said this was a normal install and will do nothing about it. Also, I cancelled my service after they were trying to charge me a $200 install fee as well but when I called they said it was $59 so had to argue with them about that. Very poor customer service. Do not recommend.

Wow words can’t even describe how I feel about them right now is BUT……I can see clearly why people are going to other options, I though people might have not of given explornet their 100% commitment but I’m now one of the family’s that’s now tired of the excuses as scene and read in the 1 star review. I’ve Been phoning to them for a while now as lived here for 2.5years service going down constantly from day one which I expected it to have some interruptions with storms here and there not every 30mins to 1hr everyday all day- dropping out, done everything they said upgraded my router to re-running wiring to relocate router- still crappy service upgraded to the fullest package now they are telling me I need to pay for tech to come out to upgrade their equipment- I really wanted to try to support local but my family’s time and all of our frustration is worth a lot more than there bs and the might be this or might be that attitude no thanks… good luck explornet order star link. Wait until my roof bill gets sent to them after pulling there useless equipment off my house (wire/dish and replacement of shingles)