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

On March 13, 2017, your Internet service will be transitioned to Xplornet. The YourLink 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.

Looking for your webmail? You can continue to access your @yourlink.ca email address through your YourLink webmail login page here.

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 service 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. Our customers live in the farthest reaches of the country and just outside of major urban centres, and through our coast-to-coast network of local dealers we connect them to all that the Internet offers. Click here for more information on our services.

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.

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

While the team at YourLink will continue to provide technical support for your service until March 12, 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.

If you are a commercial customer, please continue to contact your Account Manager directly.

When will my services move to Xplornet?

Your Internet service will transition to Xplornet on March 13, 2017.

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.

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 my email address change?

Your email address will remain the same; there will be no changes to your email address. We’ve designed the transition to be as seamless and easy for you as possible.

How do I access my YourLink email?

You can continue to access your @yourlink.ca email address through the YourLink webmail login page.

In the future, we will work with you to migrate your email service over to Xplornet; your email address will remain the same following this migration. We will keep you updated once more details are available.

Will all of my Internet services switch to Xplornet?

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

What will happen to my static IP service?

There will be no changes to your static IP service at this time.

 

Will my domain stay active?

You can continue to access your domain address through your normal process.

In the future, we will work with you to migrate your domain hosting service over to Xplornet. We will keep you updated once more details are available. We will also continue to keep you informed of any changes that may impact you and the various options available.

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 be able to upgrade my service with Xplornet?

Xplornet offers a range of packages to suit a variety of customer needs. 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 YourLink will be issued in February 2017. Your Xplornet invoice will be emailed or mailed to you on April 1st, 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.

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 March 13, 2017. Please do not send any online banking payments through to YourLink after this date.

You will need the following information to make payments via online banking after March 13, 2017:

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

Can I continue to pay for service / inquire about my services at the Saskatoon Office?

No. The Saskatoon office will become a secure facility and access to the building will not be permitted. As such, payments will no longer be accepted in person. If you have an inquiry about your service, or you would like to set up preauthorized payments from your bank account or credit card instead, please call 1-866-841-6001 after March 13, 2017.

For cheque payments after March 13, 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.

If you are on a prepaid plan, your account will be transitioned to monthly billing once your prepaid amount is used up.

Will the charges 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 a price increase associated with the transition to Xplornet?

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 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.

What are the plans for the Connecting Canadians Program in Saskatchewan?

Xplornet will be completing the Connecting Canadians deployment program that YourLink was awarded.

Is Xplornet owned by SaskTel?

No. Xplornet and SaskTel are no longer affiliated; the companies operate separate businesses.

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 YourLink to Xplornet