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Frequently Asked Questions

Xplornet has acquired Figment's business. What does this announcement mean to me?

Welcome to the Xplornet family! We will begin transitioning the Figment Internet and billing systems over to our platforms on February 1, 2014. This page is a collection of frequently asked questions (FAQ) outlining what you can expect with this transition. If you have any questions about the contents of this FAQ or your service at any time, please contact us at 1-866-FIGMENT (344-6368).

Who is Xplornet? 

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is Canada's leading rural broadband provider. We believe everyone should have access to the transformative benefits of broadband, so we make our service available everywhere in Canada, including the hard to reach places.

Will my email access and address remain the same?

Yes. Your email address will remain the same as long as you remain a customer of Xplornet. If you choose, you can sign-up for an Xplornet email address by contacting us at 1-866-FIGMENT (344-6368).

To access your figment.ca webmail account, please use our webmail sign-in page, located on the top-right of each Xplornet page, or found here for your convenience.

To access your personal or business domain hosted email account, please use this link to access your mailEnable account login page.

If you need assistance with your Figment email address and a 3rd party email client, please see this support page.

Will there be any changes to my internet plan and price? 

As of February 1, 2014, Xplornet will migrate your Internet services to our systems. There will be no changes to your current Internet plan and price associated with this transition. If you wish to change your Internet plan at any time, please contact us at 1-866-FIGMENT (344-6368).

Will there be any changes to the way my Internet traffic is managed?

As an Xplornet customer, your internet service will fall under the Xplornet traffic management policy. You can read about the new policy here.

Can I expect any service outages with this transition?

Customers may experience planned outages up to one hour in length as part of the transition. These outages could occur between January 6th and 31st any time between the hours of 2am MST and 6am MST. Xplornet will notify customers of any other planned outages via email - please ensure info[at]corp.xplornet.messages5.com is on your email's safe senders list.

Will my existing Internet service equipment be supported by Xplornet?

Yes, as long as it continues to function. In the case of technical failure, Xplornet will offer you alternate Internet solutions to help you to maintain your service.

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

Please call Xplornet's Customer Care Centre, available 24/7 at 1-866-FIGMENT (344-6368).

Will Figment email address remain the same?

Yes. Your email address will remain the same as long as you remain a customer of Xplornet. If you choose, you can sign-up for an Xplornet email address by contacting us at 1-866-FIGMENT (344-6368).

To access your figment.ca webmail account, please use our webmail sign-in page, located on the top-right of each Xplornet page, or found here for your convenience.

To access your personal or business domain hosted email account, please use this link to access your mailEnable account login page.

If you need assistance with your Figment email address and a 3rd party email client, please see this support page.

Are all of my Internet services being migrated to Xplornet?

Xplornet is your new Internet service provider and will support your current wireless Internet service.

Xplornet does not offer back-up dial-up or DSL services. DSL customers wishing to stay with Xplornet can contact our Customer Care team at 1-866-FIGMENT (344-6368) for other subscription options. Back-up dial-up and DSL services will be terminated on February 1, 2014.

What will happen to my Static IP service?

Customers with existing Static IP service can maintain their current plan's price. However, customers will need a new static IP address. One of Xplornet's experience technical support members will contact you in January to help you assign a new IP address.

What will happen to my digital phone service?

If you currently have digital phone service through Figment, please contact Xplornet at 1-866-FIGMENT (344-6368) to discuss how you can transition over to Xplornet's digital phone service.

Will my billing account balance transfer to Xplornet?

Yes. Any credit owing or service fees owed will be reflected on your next invoice from Xplornet.

Will I be required to agree to a term with Xplornet?

No. Xplornet will not require you to agree to a new term or sign a new contract.

When will Xplornet start invoicing me?

Your last invoice from Figment will be issued in January 2014. Please check your January invoice from Figment to determine the next billing period, which will be invoiced by Xplornet. Your Xplornet invoice will be emailed or mailed to you on the first day of your billing period and payment will be processed 15 days from the invoice date.

Example:

If you received an invoice from Figment on January 1st (for the February billing period of February 1st to 28th), you can expect your first Xplornet invoice to be emailed or mailed to you on March 1st and payment will be due on March 15th.

If you received an invoice from Figment on January 1st (for January billing period of January 1st to 31st), you can expect your first Xplornet invoice to be emailed or mailed to you on February 1st, and payment will be due on February 15th.

Xplornet will send you an email in advance of your first invoice to notify you of your new invoice date.

Do I need to update my method of payment?

Your credit card payment information will be securely transferred over to Xplornet. However, if you currently use a pre-authorized debit payment option and would like to continue, you will need to complete this "Pre-authorized payment" form and return it to Xplornet.

Can I still pay by cheque?

You can continue to make your payments by cheque. However, they should be sent to Xplornet at the following address beginning February 1, 2014: P.O Box 9060, Woodstock NB  E7M 6B5

Can I still pay online?

No. At the present time, Xplornet does not have an online payment option. However, this payment method is planned for launch in the near future. To provide a new method of payment - such as pre-authorized debit or credit card - please contact us at 1-866-FIGMENT (344-6368).

I pay on a monthly, quarterly, semi-annual or annual basis. What will happen to my balance and invoice period?

If you are currently on a quarterly, semi-annual or annual invoicing, and you have already paid your invoice, Xplornet will not charge you again for the duration left on your current invoice period. At the end of your current invoice period, Xplornet will begin invoicing you on a monthly basis with payments due 15 days from the invoice date. All customers who are currently receiving a monthly invoice will continue at this frequency, with payments due 15 days from the invoice date.

 

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