Welcome to the Xplornet community! We look forward to providing you with fast and reliable high-speed Internet service. Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect with this transition.

Looking for something specific? Use the quick links below to jump to that section on this page:

GENERAL

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. With cutting-edge technologies that cover 100% of rural Canada, Xplornet connects its customers to all that the Internet offers.

Will I need to sign a contract?

There is no need for you to sign a new contract under your current service. As we are committed to providing the latest technology, we may upgrade and replace older technology, in which case we will provide you with alternate Internet solutions that may require you to sign a new contract.

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

While the team at SaskTel will continue to answer any billing related questions until February 1, 2016, you can contact us if you have any questions about this transition or need assistance with your service. Please email us at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.

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 there be any service outages with this transition?

There will be no impact to your existing Internet service.

 

SERVICES

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

Your Internet plan and fee will not change – your upload / download speeds and your monthly service fee will all remain the same.

Will my email address change?

Your email address will remain the same; there will be no changes to your email address.

 

INVOICING & BILLING

When will Xplornet start to invoice me?

Your last invoice from SaskTel will be issued in January 2016. Your Xplornet invoice will be emailed or mailed to you on the first day of your billing period in February. Click here for a sample of an Xplornet invoice. There will be no changes to your invoice or billing period.

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

If your current payment method is pre-authorized credit, we will need your up-to-date payment information. We will be sending you an email on February 1st with a secure link to MyXplornet, where you can update your credit card information.

If you currently use the pre-authorized debit option, we will also need your up-to-date payment information.
Please complete the Xplornet Pre-authorized Debit Form and return it to Xplornet by one of the following ways:
– Email to billing@xplornet.com
– Fax to 1-866-510-2232
– Mail to 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. If you are on a prepaid plan, your account will be transitioned to monthly billing once your prepaid amount is used up.

Do you have any other questions?

We’re always here to help. Please email us at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001.

What you’ll find here

Information about the transition from SaskTel to Xplornet