To: The customers of The Blessington Store
Re: XPLORNET "High Speed"
To begin, let me say “I’m sorry”. This “letter” is to those in my community that saw the XPLORNET sign in my store window stating “I’ve been connected” or who spoke to me the first 30 days of my contract. To those who signed a 2-3 year contract and have been misled into thinking the XPLORNET service is worthy of your hard earned money, or that the company can live up to the service it’s supposed to provide, again I say, “I’m sorry”.
Because I am asked so frequently from friends, colleagues, customers, and especially my neighbours to advise them of the XPLORNET service, I felt it was necessary to speak out, on the record.
This is my story (as briefly as I can explain).
Years of dialup service can eventually cause you to do crazy things. At the first sign of a “high-speed” option in my rural area, I jumped on it. I was warned by a co-worker that service would be great for the first 30 days (just the time needed to get your money back), but, would soon be become virtually unusable. Nevertheless, I jumped in without checking the depth of the pool.
The first 30 days were great! I was finally feeling a part of the online world and told anybody who would listen as much (did I say “I’m sorry?”).
As professed, after the initial 30 days, service began to degrade. Still content that my speeds were better than dialup, I lived with the degradation. Not a “heavy” downloader or online video “streamer”, only my kids could really tell. My daughter would get so frustrated she would just give up trying to perform the tasks most teenagers were doing: posting pics to Facebook, viewing YouTube videos, downloading music from iTunes. My son really noticed it with his online gaming. It started with the games simply lagging, but quickly turning the Playstation 3 into an expensive DVD player.
Click here for an example of my current speeds during peak times (via Speakeasy)
In one of my many calls to “Tech support”, I advised the XPLORNET agent of my speed and that I was paying for 3 Mbps but only getting .36 Mbps. She stated XPLORNET only guarantees “UP TO 3 Mbps”. So, anything over .00000001 Mbps is considered OK for $50.00 per month?
After months of contact with XPLORNET, and more work on MY part than theirs (bandwidth monitoring software, speed tests, network tests) I was told the following:
1) Downloads were being “throttled” to speeds way below my purchased package
2) My tower, with all those NEW people jumping aboard, was too congested during peak times and that I would see my speeds greatly reduced.
Peak times: 2:30 PM to 11:00 PM. Unfortunately, the ONLY time I am home or awake.
But hey, at 2:30 AM in the morning I get my money’s worth!
The fix? My daughter moved out, my son stopped gaming, and I scheduled downloads during the evening. Not perfect, but XPLORNET offered NO solution and there was no alternative. My exact comment to the XPLORNET agent, “So, I should stop telling people to sign up as every additional person is slowing me down?” Response from agent “I guess so”.
Then this month. A techie by profession, a nerd by nature, I find myself immersed in the world of Twitter.com. A great way to cheer a hockey team (@mapleleafs), keep up to date with local businesses (@SearsCA), government agencies (@darylkramp, @hastingscounty), celebrities (@strombo, @rickmercer), , news agencies (@theintell, @muchmor, @cbcmarketplace), family and friends.
So, it was quite a development when Twitter stopped working during peak times. Several calls, more work on MY side (using 3 different PCs, 3 different Operating Systems, and 4 different browsers all to prove it was them, not ME) and a week and a half later the response:
Twitter is being throttled. Considered a non-essential, P2P technology, resource intense website, it is now part of XPLORNET’s traffic management policy system put into affect March 2011. This was a change to a service no customers were informed of via email, nor advised of on the XPLORNET website. A traffic policy that, in its entirety, cannot be viewed by the general public unless you are ALREADY a customer and can login to the XPLORNET website (ie having signed a long term contract).
So, along with my congestion issues and lack of capable speeds during “peak times”, the website is no longer accessible.
The fix? None
The next call is to the XPLORNET’s “Loyalty” department. Unfortunately, the "Loyalty" department calls YOU. As I waited for the call, a day later Twitter started working.
This issue of not accessing Twitter may be isolated to my tower, my service, or my plan. They tell me I’m the only one complaining. In the short time I was on Twitter (in a hotel in Thunder Bay), I did find local users unable to access the site from their home. Once again, if you are reading this, during peak times, and cannot access Twitter.com, please call in and complain. It all starts with ONE website.
Update: I have been in contact with the Loyalty department. They were honest in their "limitations" and more than willing to make concessions to my service (including a credit for my disruption of service). They also have NEW technology being introduced this year to increase speeds and improve service. I wait in anticipation for this to arrive.
In summary, I feel it is my responsibility to share my experience, websites and reviews in an effort to let you know the proverbial depth of the pool. If you feel it is still worthy of a head first dive, the decision is yours. Due to the length of contract (up to 3 years) and inability to break the contract without penalty ($25 per month for each month remaining), I feel it is important that you have all the facts.
And to be honest, I tried to find positive comments on the internet but either they do not exist or XPLORNET’s service makes it impossible to ‘upload’ comments (sarcasm with a ring of truth).
To those entering my store and asking my opinion, this letter is for you. XPLORNET may be adequate for your tasks, but then you’re probably paying more than you need. There are now options available to rural consumers from BELL and ROGERS among others. Once I discover the best alternative, I will share my findings….after 30 days
I also ask, for those who notice the speed issue, cannot access certain websites, or are generally unhappy with the service of XPLORNET, please call in and express your concern. The more people that call, it seems, the more it improves service for everyone.
Paul Sartoretto
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Links
http://www.speakeasy.net/speedtest/
http://www.xplornetsucks.com/forums/showthread.php?t=302
http://www.facebook.com/group.php?gid=9866833162
http://www.dslreports.com/comments/2584