I live in a rural area in Southern Ontario, Canada - with not very many internet options available to me. I at one point had been using dialup for longer than i care to admit because living out here has and still puts a limit on what's available to me.
Sadly I know exactly what you're talking about. I've been with xplornet for probably around four years now, and they have proven to be an astronomical disappointment and frustration at every turn. In all honesty, i would love for my biggest problem with them to be receiving 50-75% of the service my $50/month entitles me to. If they're not just completely down (no service whatsoever) - which usually happens weekly, and can persist for many hours if not days, the speed hovers around a crawling pace, and "hiccups" causing 5-10 second disconnects almost hourly. Playing video games? Impossible, not on this - unless you like getting booted every 20 minutes and playing in latency typically around 900+ ms. Downloading anything without a download manager is a complete and utter exercise in futility, as anything that takes over 10 minutes (not hard when you're downloading at 30-50 kb/s) will drop along with the regular hiccups in service.
I mean, I can understand days, possibly weeks, of VERY sparse disruption in internet service - that would happen with anything. Technical issues are bound to come up, and adjustments are normal with companies that legitimately try and repair/improve their service hardware. However, i can say that generally Xplornet has provided subpar service the entire time I've been with them, and completely unusable, frusterating service far too often to dismiss as a simple technical issue.
I've called their "customer support" many times over the years. Still after all of the calls and absolutely zero help, my favorite response (to: "why is the service i pay for terrible?") was; "We have birds nesting in our equipment right now". Yes, some lady actually said that to me, and i laughed right on the phone at her. After apologizing i politely hung up scratching my head. At this point i always sigh before i call them. I actually even spend some time wondering if it's even worth it, because you literally cannot call that "customer support" with what they offer you.
Let me say that I'm not a nut who calls and says "fix my internet. i have no idea what's wrong but i guarantee you it's not me, it's something on your end. fix it now or i will discontinue business with you". I have fully and completely followed every step and direction (as silly as they sound when you're talking to them) to a T. A service call will always begin with a verification of identity. Lord forbid someone else calls impersonating you, trying to thief your identity in (obviously) the most efficient way possible. Once they decide you are you, they may begin divulging extremely confidential information, such as: Status of connection; Speed of connection; Location of the tower in question; History of previous calls/complaints, etc etc. They will instruct you to unplug your internet cable, along with your router, to monitor connection to the tower (this is the generic response and in my four years of business has been the ONLY response I've gotten that may actually address my service, even if it never does) - then plug them back in. After this, two things may happen;
1) You connect to their tower (as they see acceptable), and whatever the original complaint was (low speed, dropping connection frequently, long periods of no service, etc) is not immediately dealt with. They request for you to make "patterns" by calling in daily, or every other day when you have a problem with service, so that they may document your complaints and more easily "connect the dots" to find a servicable problem. The issue with this is - you never stop patterning, and they NEVER offer you a real solution.
2) You don't connect, and they feed you some ridiculous excuse. I've had several, most usually involve my router (which I've tested with three seperate ones over the years), some involve the weather (even when there's not a cloud in the sky and you couldn't ask for a clearer day), and once i had someone actually admit that nobody was connected to my tower and there *may* have been a technical problem (this never resolved and problems continued to persist). The end result of this is the same as the previous; You need to call and make a pattern over the course of weeks to establish a diary so that they can help you.
How they can call this customer service is totally beyond me. They don't offer any help whatsoever, and they put the owness completely on you to make this diary pattern that no normal person can legitimately make if they have a job, responsibilities, and things to attend to. The end result is; your service issues are never addressed.
None of my personal experiences even mention the inate problems with satellite/wireless service in general. The Fair Access Policy that xplornet uses (during periods of semi-acceptable service) ensures that you are never able to stay on for extended periods of time, and that all of your downloads and large tasks ultimately fail after a predetermined amount of time, because you are taking too much bandwidth. Along with the fact that they're WAY OVER capacity on a per-tower basis, and cannot even begin to offer services to match what you're paying for - although this doesn't stop them from advertizing it as such.
In all of my calls and complaints they have never once offered to send someone out here to investigate or help. They legitimize the lack of (or absense of) service with standardized responses that do nothing but try and cloud the fact that they are over capacity, or refer to the TOS and the fact that you are never actually guaranteed service at any time.
Right now my service is terrible. There are times in the early morning where i can connect/use the internet, but any time that doesn't fall between 4:00 am and 11:00 am is out of the question in terms of internet use.
Overall I'm extremely displeased with Xplornet and would urge anyone who is considering it to weigh their options and consider if they are is ready for the massive headache they're about to subject themself to. I myself am so bummed out about satellite internet in general - which is the reason I'm hesitant to switch service to something similar like Hughesnet or Wave Direct. Dialup is a poor alternative, so at this point my only viable option is to move. LOL - nice thanks. Can i please sell my house, pay off my ridiculous mortgage, and move into a shack in the city so i can access decent internet?
TL;DR- Xplornet service is not good (almost doesn't exist). Their customer support is even worse.