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

On June 15, 2017, your Internet services were transitioned to Xplornet. Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect with this transition.

Looking for your webmail? The following webmail links will continue to work up until 9pm MST on June 20, 2017. After that date and time, you’ll access your webmail through Xplornet’s login page at mail.xplornet.com. See the email FAQs below for more information.

Email address (after the @)

Webmail login until June 20th at 9pm MST

airsurfer.ca

https://mail.airsurfer.ca/src/login.php

hotlinkwireless.com

https://mail.hotlinkwireless.com/src/login.php

hotlinkwireless.ca

https://mail.hotlinkwireless.com/src/login.php

tbwifi.ca

https://mail.tbwifi.ca/src/login.php

wildroseinternet.ca

https://mail.wildroseinternet.ca/src/login.php

wildrosenet.ca  

https://mail.wildroseinternet.ca/src/login.php

wildrosenetworks.ca

https://mail.wildroseinternet.ca/src/login.php

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 15, 2017.

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

While the team at Tera-Byte will continue to provide technical support for your service until June 15, 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.

Will all of my Internet services switch to Xplornet?

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

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. 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?

Your last invoice from Tera-Byte will depend on when you typically receive your invoice.

  • If you normally receive your invoice from Tera-Byte prior to the 13th of the month, you will receive your last invoice from Tera-Byte in June.
  • If you receive your invoice on or after the 13th of the month, your last invoice will be in May. Your first Xplornet invoice will be emailed or mailed to you 1 month following your last Tera-Byte invoice.

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.

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 15, 2017. Please do not send any online banking payments through to Tera-Byte after this date.

You will need the following information to make payments via online banking after June 15, 2017:

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

For cheque payments after June 15, 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 there be any changes to when I receive my invoice?

Yes. Tera-Byte currently sends you your invoice 10 days prior to your bill cycle day (or first day of your billing period) and then processes your payment on your bill cycle day. Xplornet will be both sending you your invoice and processing your payment on the same day – your bill cycle day.

For example:

If you typically receive your invoice on the 5th of the month, Tera-Byte would process your payment on or around the 15th of the month.

Beginning on June 15, 2017, you will receive your invoice on the 15th for the invoice that you would have previously received on the 5th of the month, and we will process your payment for that invoice on the 15th of the month.

If you would like to change the number of days between receiving your invoice and making a payment, simply email us at support@xplornet.com and we’ll be happy to help.

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.

EMAIL

On June 20, 2017, we will be upgrading you to Xplornet’s robust email service. Your email address will remain the same following the upgrade.

Xplornet’s email service will provide you with many enhanced features, including:

  • A larger mailbox: Enjoy more flexibility with 10 GB of storage
  • Mobile device sync: Easy access to your contacts and calendar info on the go
  • Cloud storage for files: A simple way to manage your files and have access to them anywhere. You can even share your files stored in webmail via links.
  • RSS feed: Keep up-to-date on topics that interest you with a Really Simple Syndication (RSS) feed right in your webmail

You may need to make certain changes to your email settings. These details will be emailed to you and are also available in the FAQs below.

Will my email address change?

Your email address will remain the same.

Will I need to change my email password or will I receive a new one?

No, your email password will not change; you can keep your current email password.

What email addresses are being moved?

The email domain is the portion of your email address after the @ sign. All email addresses in four primary domains and three alias domains are being moved. If your email domain is listed as an alias, please see the question “I use an email address in an alias domain. Will there be changes to the way I use my alias email addresses?” This list contains the primary email domains and any alias domains they may have, all of which are being moved:

Primary Email Domain Alias Email Domain
airsurfer.ca N/A
hotlinkwireless.com hotlinkwireless.ca
tbwifi.ca N/A
wildroseinternet.ca wildrosenet.ca
wildroseinternet.ca wildrosenetworks.ca

Will I be able to log into webmail the same way I do today?

No, there will be a new webmail interface and link. The new webmail login page is: https://mail.xplornet.com.

If you use a bookmark to access your webmail, you will need to update the bookmark with the new link to the login page after 9pm on June 20, 2017. You can still use your current password to login to your new webmail. Please continue to check your mail as normal up to 9pm MST on June 20, 2017.

You can learn more about the new webmail interface here.

Will I need to do anything prior to or after the upgrade?

Check if the server settings in your email program or the app on your computer, phone, or tablet reflect the settings below. If they are different, you should update them to these new settings before June 20, 2017 in order for your email program or app to continue to work after the upgrade. If you use POP, see the question “What happens if I have trouble accessing my email via POP after the upgrade?” before making any changes.

  • User name: full email address (including the portion after the @ sign)
  • Incoming and Outgoing/SMTP Servers: Select the one that ends with the domain portion of your email address (after the @ sign):
    • mail.airsurfer.ca
    • mail.hotlinkwireless.com
    • mail.tbwifi.ca
    • mail.wildroseinternet.ca
  • Outgoing/SMTP Authentication Required: YES

After the upgrade, please update your webmail bookmark for your new login page to: https://mail.xplornet.com.

What if the domain portion of my email address does not match one of the four mentioned above?

If the domain portion of your email address is listed on the left (below), then you are using an alias email account. Use the corresponding value below on the right for the incoming and outgoing/SMTP servers:

Alias Email Domain Incoming and Outgoing/SMTP Servers
hotlinkwireless.ca mail.hotlinkwireless.com
wildrosenet.ca mail.wildroseinternet.ca
wildrosenetworks.ca mail.wildroseinternet.ca

What will happen on the day of the email service upgrade?

Freeze Period: Any changes you make to your webmail data and settings (specifically your contacts, calendar, signature and password) on June 19th and June 20th will not be reflected following the upgrade process. We recommend making any updates to this data and these settings prior to June 19th.

Maintenance Window: Between 9pm MST on June 20th and 5am MST on June 21st, your email service may be unavailable while we complete the upgrades.

After 5am MST on June 21st, you will be able to log in and view any emails that were delivered during the maintenance window. Previously viewed messages and other saved emails or folders will not be lost; however, they may take up to 48 hours to reappear in your mailbox. You will be able to use the new webmail interface to make changes to your webmail data and settings.

The new webmail login page is https://mail.xplornet.com. Please continue to check your email as normal up to 9pm MST on June 20, 2017.

Will I lose any of the information from my webmail?

The following features and webmail items will be saved and transferred to your new email service with Xplornet:

  • Mailbox content (messages and folders)
  • Contacts / Address Book
  • Calendar entries
  • Signature
  • Mail Forwarding Address and setting

Some features and webmail items may not be transferred to our new email service. If you do not see a feature listed above, it may not be transferred over.

If you use webmail or IMAP, you will not see your old messages in your Inbox any longer. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox. You can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.

What happens if I have trouble accessing my email via POP after the upgrade?

If you use POP to connect and need to remove and recreate your email software program configuration settings, you should back up (archive) your local mail database prior to making any changes to your email settings. Some third party programs will delete the local mail database when recreating, resulting in the loss of all email content. As there are many different third party programs available, Xplornet cannot provide all of the various steps required to back up a local mail database. Messages stored on the webmail server (which Xplornet fully supports) will not be affected.

If you have used POP to connect, you will not see your old messages in your Inbox folder any longer when you check your mailbox through webmail or IMAP instead. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox folder. You can move those messages back to your Inbox folder if you wish, either within webmail or via IMAP. Please be aware that if you move these messages back to the main Inbox folder, your POP email software program may download them again.

What if I have SSL access related issues following the upgrade?

If you wish to be reconfigured to access mail over SSL secured IMAP, POP and SMTP after the upgrade, you may need to remove and recreate your email software program configuration in certain cases. Such cases have been known to arise with Apple Mail program in particular, and when using TLS for authentication.

I am paying for additional email addresses. Will there be a change in the cost?

No, there will be no change to the cost of additional email addresses.

I use an email address in an alias domain. Will there be changes to the way I use my alias email addresses?

Yes. In the case where you use an alias, we have setup a separate mailbox for each email address and will forward all new messages to your equivalent email address in the primary email domain. See the question “What email addresses are being moved?” for a list of primary and alias email domains. We have setup your email address in the primary domain with the same password as your alias email address. If you are not satisfied with how your alias email is being forwarded, simply log into the new webmail program and update the forwarding settings.

Do you have any other questions about the email service upgrade?

If you have any questions about your Tera-Byte email service, please continue to contact Tera-Byte for support. If you have any questions about this upgrade, please email us at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001.

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 Alberta.

I have a tower at my location, and receive free services in lieu of tower rent. Will this change?

There will be no changes to your site or services at this time.

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 Tera-Byte to Xplornet