What you’ll find here

Information about Xplornet’s updated Terms of Use and how to accept them.

On January 31, 2020, Xplornet’s new Terms of Use will take effect. Existing customers will be contacted with notification of these changes and provided an opportunity to accept the new Terms of Use.

Below is a list of Frequently Asked Questions (FAQs) detailing what can be expected.


When do the Terms of Use go into effect?

Xplornet Terms of Use will be effective on the earlier of January 31, 2020 or the customer’s acceptance.


What do I need to do?

You will receive an email asking you to click a link to review the new Terms of Use. Once you have reviewed the Terms of Use, you will need to click a button to indicate your acceptance of the Terms.


Why is Xplornet updating our Terms of Use?

The CRTC has implemented a new Internet Code of Conduct for January 31, 2020. Xplornet is updating our Terms of Use to align with the changes mandated for all Internet Service Providers.


What are the changes in the new Xplornet Terms of Use?

There are a number of changes in the Terms of Use, which take effect on the earlier of January 31, 2020 or the customer’s acceptance.



  • Developed a new Critical Information Summary (“CIS”) to highlight important information about your Services in a clear, simple and transparent format. A CIS will be provided to new customers starting January 31, 2020, as well as to current customers as their Services are amended or renewed;
  • Implemented new data usage notifications to help you manage your Services;
  • Described a new process to help you return equipment to us;
  • Clearly defined warranty policy across all Services;
  • Set out the terms of our  service warranty, providing coverage for labour and service calls during the first year of service; and
  • Reduced our Early Cancellation Fees, which decline by $10 a month to $0 at the end of any Commitment Period.


What happens if I decline the Terms of Use?

You must accept the Terms of Use to continue receiving service.

If you select Decline within the Terms of Use site, you will be advised that you must contact Customer Care to accept the Terms of Use in order to continue receiving service.


How long do I have to accept the new Terms of Use?

You should accept the new Terms of Use by January 31, 2020.


What is a Critical Information Summary?

A Critical Information Summary (CIS) is a document that outlines the key information that you have agreed to with regards to your service, including your package, price and contract term.


What is the change to service and warranty policy for fixed wireless?

  • Cost of labour on service calls for Fixed Wireless issues will not be covered and will have ‘one-year warranty on labour’.
  • Fixed Wireless customers out of warranty will need to pay $125 charge for a service visit by a technician.


When will the new service and warranty policy come into effect?

The new service and warranty policy will come into effect on January 31, 2020 as per the new Terms of Use update.  Xtra Care will be available February 1, 2020.