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General

Who is Xplornet?

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is Canada’s largest rural-focused broadband service provider. For more than 16 years, Xplornet has been providing innovative broadband solutions to rural customers at work, home and play across Canada. Today, Xplornet offers voice and data communication services to connect Canadian to what matters through its unique network, which includes fibre optics, fixed wireless and satellite technologies. Click here for more information on our services.

Who do I contact with any issues or questions regarding my service?

Until October 13, 2021, please continue to contact CCI at 1-888-240-2224 if you have any issues or questions regarding your service.

After October 13, 2021, you can chat with agents at www.xplornet.com, email Xplornet at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.

Services

Will there be any changes to my Internet plan and fee?

We’ve designed the transition to be as seamless and easy for you as possible. Your current Internet plan and fee will not change during the transition on October 13th, and you will also have access to additional Xplornet packages to better suit your needs.

Does this transition mean I am switching to satellite Internet?

No! The transition to Xplornet will provide even more access to additional Fixed Wireless products including a larger selection of LTE and unlimited plans to meet your growing needs.

Where can I find more details about policies on my Internet service?

To help you become familiar with the policies that apply to your service, we’ve placed this information in one convenient place. Click here to review policies such as the Terms of Use, Privacy Policy and Traffic Management Policy.

If my current plan includes unlimited data usage, will I continue to receive unlimited usage?

Yes, you will continue to have unlimited data usage.

Will I need to sign a contract?

There is no need for you to sign a new contract to continue your current service. Over time, we may upgrade and replace older technology, in which case we may provide you with alternate Internet solutions where you may decide to accept a new contract.

Do I need to replace my equipment?

You can continue to use the same Internet service equipment that you currently have in your home or business. We’ve designed the transition to be as seamless and easy for you as possible. If you choose to switch packages, an equipment upgrade may be required.

Will I be able to upgrade my service with Xplornet?

You will be able to upgrade to other Xplornet services as they become available in your area. You can visit www.xplornet.com or call us to stay up to date on availability of our services that provide download speeds of up to 100Mbps.

Invoicing & Billing

Will my credit or owing balance transfer to Xplornet?

Yes, your balance will seamlessly transfer to Xplornet’s billing systems.

When will Xplornet start to invoice me?

You will receive your last invoice from CCI on October 1st. Xplornet will start directly billing you on November 1st, 2021.

If your account information includes an email address; you will start to receive your invoice by email on November 1st. . Otherwise, you will receive your invoice via regular mail.

Click here for a sample Xplornet invoice.

Will my payment information transfer over? Do I need to update my method of payment?

If you are currently using pre-authorized credit card your information will be securely transferred to Xplornet at the time of the migration to Xplornet systems.

If you currently use the pre-authorized debit option, we will need your up-to-date payment information. Please complete the Xplornet Pre-authorized Debit Form

Please return your form to Xplornet by one of the following ways:

  • Email to billing@xplornet.com
  • Fax to 1-866-510-2232
  • Mail to Xplornet Communications Inc., P.O. Box 9060, Woodstock, NB E7M 6B5

If you currently pay via online banking, you must update your online banking information as of October 13, and change the payee to Xplornet Communications Inc. You will also need to change your account ID number, which will appear on your first Xplornet invoice. Please do not send any online banking payments through to CCI after this date.

You will need the following information to make payments via online banking after October 13, 2021:

  • Payee: Xplornet Communications Inc.
  • Account ID Number (will appear on your first Xplornet invoice)

For cheque payments after October 13th, please note the new mailing address:

Xplornet Communications Inc.
300 Lockhart Mill Road
P.O. Box 9060
Woodstock, NB
E7M 6B5

Will there be any changes to my billing period?

If you are on monthly billing, there will be no changes to your billing period and dates.

For other billing frequencies (such as quarterly, semi-annual, or annual), your account will be transitioned to monthly billing and charges will begin after your current billing period ends.

If you wish to change your payment day we can easily do that for you by simply emailing us at support@xplornet.com. If you are on a prepaid plan, your account will be transitioned to monthly billing once your prepaid amount is used up.

Other

Is there anything else I should know about the transition?

As one of the largest Internet service providers in Canada, Xplornet must comply with the Internet Code of Conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC). The Code includes direction on transparency, clarity in advertising, as well as standards on how we should communicate with our customers. As part of our compliance obligations, we require that you accept our Terms of Use. We will send you an email fully explaining the details shortly after the transition to Xplornet. In the meantime, feel free to review our Terms of Use here.

What can I expect in regards to customer service and support after the transition to Xplornet?

Xplornet is committed to providing superior customer support and service. That’s why we offer 24/7 customer support from three call centers across Canada.

Do you have any other questions?

We’re always here to help. You can chat with agents at www.xplornet.com, email Xplornet at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.