Xplornet Update on COVID-19

March 17, 2020

At Xplornet, we are closely monitoring the COVID-19 situation and are putting in place measures to protect the health and safety of our customers, dealers, field technicians and employees.

We know these are challenging times. We also recognize that Internet usage may increase in the coming weeks driven by school closures and social distancing with both governments and businesses encouraging work-from-home policies.

In our part to support Canadians to stay connected from home during the height of Covid-19, Xplornet waived any overage charges for data used between March 17, 2020 until June 30, 2020 for residential customers. Starting July 1, 2020, residential customers will be responsible for any overage charges for data used from July 1, 2020 onward.

We understand how important it is to keep you connected. Over the past few days, while ensuring the safety and welfare of our team members, we have been busy taking the necessary steps to ensure continuity of our network and our support services for you. We have also taken action to manage the expected increase in data consumption, especially during the daytime hours, while minimizing any impact to your Internet speeds. We will continue to evaluate options and the steps necessary to provide you with a fast and reliable service, without the worry of extra usage charges.

As the situation evolves, we will keep you informed of any developments.

Current Customers

All our support channels are open and ready to assist you throughout this situation. While we remain available on the phone and by email for our residential and business customers, the fastest way to stay informed may be at our website at Xplornet.com or our social media sites on Facebook and Twitter.

Website:  www.xplornet.com

Twitter: @Xplornet

Toll-Free Phone Line: 1-866-841-6001

All other contact information can be found at https://www.xplornet.com/contact-us

To assist rural Canadians working from home during this COVID-19 situation, Xplornet waived any overage charges for data used between March 17, 2020 until June 30, 2020 for residential customers. Starting July 1, 2020, residential customers will be responsible for any overage charges for data used from July 1, 2020 onward.

New Customers

All our sales and installation channels are open for business and we are ready to assist you. We are working hard to ensure our products and services remain readily available. Please contact us today to inquire about the availability of our Internet, Home Phone, Wifi Router and other services.

Networks and Services

Xplornet operates a robust broadband network serving rural Canadians across the country. During these challenging times, our team members remain focused on delivering the reliable and high-quality connections that customers, businesses and governments have come to rely upon from us.  We have put in place the proper people and committed the necessary resources to continue to deliver Internet service for Canadians.

Our network is robust and designed with a lot of redundancy to endure multiple situations, from extreme weather to surges in Internet demand. This situation is no exception: all our networks and services remain fully operational.

We know the Internet service we provide is important to you, and we will do our best to let you live and work with minimal impact during this situation. 

Team members

Xplornet is working to ensure the health and safety of our customers, dealers, field technicians and employees in accordance with all public safety guidelines. This includes extra sanitation measures and safety protocols in our workplace, and of course for any team member dealing directly with customers. In addition, Xplornet employees and our representatives – including dealers and field technicians – returning from outside of Canada or feeling unwell are instructed to stay at home for the recommended period.

QUESTIONS AND ANSWERS

What does this mean for my service plan?

There is no change to your plan. Package changes are permitted, including upgrades to unlimited plans and faster speeds, where available.   

In our part to support Canadians to stay connected from home during the height of Covid-19, Xplornet waived any overage charges for data used between March 17, 2020 until June 30, 2020 for residential customers. Starting July 1, 2020, residential customers will be responsible for any overage charges for data used from July 1, 2020 onward.

We are anticipating an increase in data demand, especially during the daytime, in the coming days. We will continue to take the necessary steps to balance the delivery of the promised service plans, while maintaining a fast and reliable Internet service experience.

If required, will Xplornet installers and technicians still come to my house?

Yes. Xplornet installers and technicians will continue to visit customers as normal. Rest assured Xplornet technicians who have been outside of Canada or feeling unwell are instructed to stay home and not visit customers. Those who are visiting customers are asked to practice safe hygiene measures. Of course, customers who are experiencing COVID-19 symptoms should not be in contact with others and therefore refrain from requesting technician visits. We will make every effort to find alternative ways to assist those customers.

What if I need a replacement for my Internet equipment?

We are serving customers as usual on repair and replacement requests. We are working closely

with our suppliers and are only seeing very limited disruption. We’ll do our best to minimize any scheduling delays due to the potential increase in demand for our services.

What if a region instructs residents to stay home?

Xplornet is committed to keeping its local sales and support available to continue to serve you. However, operations could change depending on evolving conditions in a region and guidance from authorities. In this case, our call centres, online agents and self-service would remain available.

Are you confident in your ability to continue providing service as the situation evolves?

Yes. In addition to having put in place measures recommended by public safety authorities to protect our team members, Xplornet is able to serve customers throughout Canada wherever they are, from the multiple workplaces we operate across the country.