Held 'hostage' by internet provider, rural customer's satellite service to be restored

Since moving to Gracefield, Que., from Saskatchewan last year, Joanne Toth, 54, has tried to keep in touch with family and friends.

A favourite cousin, Uda, lives inGermany. Other friends and relatives are spread across Canada, connected only by email and social media.

But in January,Toth'ssatelliteinternetservice went dark and put an end to virtuallyall of heronline activity. The Xplornetservice has returned sporadicallyfora day or two at a time, but not consistently enough thatTothand her housemateJoTremblaycan rely on it.

As in many rural regions of Canada, conventionalcable internet service isn't available where Toth lives.

'Not having that contact is hard'

Last monthTothdiscovered her best friend in Moose Jaw had been admitted to hospital after suffering a heart attack, but sheonly learned the news after shecheckedheremailwhile visiting a friend's house.

"Hearing that news late, really upset me," she said."I don't care about anything rightnow but being able to talk to my friends and family. Not having that contact is hard."

Tothbelieves snow sliding off her roof back in Januaryknocked the Xplornet dish out of alignment with its 4G satellite, and also causeda leak in her metal roof. She began calling the company shortly after.

Two months and numerous calls later, Toth was told she'd have to pay outstanding bills for January, February and Marcha total of about $290 after taxplus a $125 service call. She says she was also warned she might have to pay a fuel surcharge as part of the technician's visit to her home90 kilometres northof Gatineau.

Balked at bill

Toth, who is on a fixed income,balked at paying for internet service she's barely been able to use.

Xplornet is holding me hostage.- Joanne Toth

"Xplornet is holding me hostage," she said.

CBC contacted the companyon Thursday about Toth'ssituation.SpokesmanMortenPaulsensaid itwasn't Xplornet policy tocharge for service not received, or to insist on the pre-payment for a technician's visit. The companypromised to look into Toth's situation.

What a difference a day makes.

Company comes through

On FridayToth saidthe company phoned her to say itwould waiveher bills for January, February and March. She said awoman identifying herself as an executive with Xplornetphoned with a personal apologyand vowed to send a technician to fix not only the dish, but also the leak in her roof.

Tothsaid she's looking forward to getting backonline, but saidthe circumstances leave her unimpressed.

"I'm not happy.They'remore worried about the dollar figures than they are about the people."

"All of a suddenthis is change- 'We're not going to charge you, we're going to get a different dealer to come out and fix it'. Does it take a phone call [to CBC]to get things done? It shouldn't take that. It should happen automatically."

Though Xplornetdidn't want to discuss the details of Toth'scomplaint, they said a technician will be visiting the house sometime in the next week, and won't be charging to get the home back online again.