Welcome to the Xplornet family! We look forward to providing you with fast and reliable high-speed Internet service.

On June 28, 2017, your Internet service will be transitioned to Xplornet. The SKY Velocity and Xplornet Internet services are compatible in a number of areas, which means that many aspects of your experience will remain the same after the transition.

Below is important information detailing what you can expect with this transition but first, we’ve also outlined some key answers for you:

  • Your email address will not change.
    • We will be upgrading you to Xplornet’s robust email service on September 12, 2017 – stay tuned for more details from us in the next few months
    • Looking for your webmail? Your existing webmail link will continue to work up until 9pm MST on September 12, 2017. After that date and time, you’ll access your webmail through Xplornet’s login page at mail.xplornet.com.
  • There will be no changes to your current Internet plan and fee. Your upload and download speeds and your monthly service fee will all remain the same. Xplornet will simply begin to provide your Internet service as of June 28, 2017.
  • You may need to provide updated payment information to Xplornet.
    • For pre-authorized credit, your information will be securely transferred to Xplornet.
    • For pre-authorized debit, you will need to complete the Xplornet Pre-authorized Debit Form and return it to Xplornet by:
  • If you are on monthly billing, there will be no changes to your billing period or dates.
  • You can continue to use the same Internet service equipment that you currently have in your home or business.

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 one of Canada’s leading broadband service providers. For over a decade, 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 through its unique wireless and satellite network that connects Canadians to what matters. Click here for more information on our services.

When will my services move to Xplornet?

Your Internet service will transition to Xplornet on June 28, 2017.

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

While the team at SKY Velocity will continue to provide technical support for your service until June 28, 2017, you can contact us if you have any questions about this transition. 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.

SERVICES

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

Your current Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible. Your upload and download speeds and your monthly service fee will all remain the same.

Will all of my Internet services switch to Xplornet?

Xplornet will become your new Internet service provider for your current Internet access services.

Will my email address change?

Your email address will remain the same. We will be upgrading you to Xplornet’s robust email service on September 12, 2017 – stay tuned for more details from us in the next few months. Your email address will remain the same following this upgrade.

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 Service, Privacy Policy and Traffic Management Policy.

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

As part of this transition, there is no change to your service, including your package’s usage allotment. Your current Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible.

In the future, Xplornet may introduce new packages but it will be your option to choose a new plan or to stay on your current plan.

Will I need to sign a contract?

There is no need for you to sign a new contract under your current service. Your current contract will be honoured. As we continue to innovate using 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.

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.

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 first invoice from Xplornet beginning July 1, 2017. Click here for a sample of an Xplornet invoice.

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

If your current payment method is pre-authorized credit, your credit card information will be securely transferred to Xplornet. Please note that a pre-authorization in the amount of $1 is required to validate your credit card. The pre-authorization is not a charge, and the amount will typically be released by your credit card issuer within 3-5 business days.

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 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

If you currently pay via online banking, you will be required to update your online banking information as of June 28, 2017. Please do not send any online banking payments through to SKY Velocity after this date.

You will need the following information to make payments via online banking after June 28, 2017:

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

For cheque payments after June 28, 2017, please note the new mailing address:

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.

Will the charges for activities such as moving my service remain the same?

Once we have transitioned your services over to the Xplornet systems, the Xplornet service fees and policies for items will be in effect.

OTHER

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

Xplornet offers 24/7 bilingual customer support across three call centres across Canada and is committed to providing the best customer experience.

Will there be any changes to my service currently provided by fixed wireless towers?

As part of this transition, there is no change to your service. We’ve designed the transition to be as seamless and easy for you as possible. In addition, Xplornet continues to make improvements to our network (including the rollout of LTE service) so that we can deliver more data, at faster speeds, to our valued customers in rural Saskatchewan.

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 SKY Velocity to Xplornet