Starting on January 31, 2017, Xplornet will be securely moving customers with a Platinum Communications email address to our email service.

Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect with this transition.

What does this mean for me?

Any changes you make to your webmail contacts and settings between January 27th and January 31st at 9pm MST will not be reflected following the upgrade process. We recommend making any updates prior January 27th.

Between 9pm January 31st, 2017 and 5am MST on February 1st 2017, your email service may be unavailable while we complete the upgrades.

After 5am MST on February 1st, you will be able to use the new login page to once again make changes to your webmail contacts and settings. This new webmail login page is here. Please continue to check your email as normal until 9pm MST January 31, 2017, after which you will need to access your webmail via the new webmail login lage.

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

  • A large mailbox: Enjoy more flexibility with 10GB of storage
  • RSS feed: Keep up-to-date on topics that interest you with a Really Simple Syndication (RSS) feed right in your Webmail
  • 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.

Will my email address change?

No, your email address will remain the same.

Will I need to change my password?

For most customers, you will not be required to change your password. There may be a few customer accounts where a password reset is required. If you are affected by this, you will be notified in advance of the upgrade what is required.

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

Prior to the upgrade, if your server settings do not reflect mail.platinum.ca, you should update them to the following settings before January 31st in order for your email program to continue to work after the upgrade.

  • Incoming Server: mail.platinum.ca
  • Outgoing server: mail.platinum.ca
  • SSL: NO
  • Authentication: YES
  • Ports: Default

After the upgrade, please update your webmail bookmark for your new login page, and update the settings for your third party email program (if necessary).

Will I lose any of the information from my webmail?

The following items will be saved and transferred to our new email service:

  • Mailbox content
  • Address book entries and contacts
  • Email forwarding settings and address
  • Calendar entries

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 may not see your old messages in your Inbox any longer. This is because we have moved those messages to a new folder called Old Inbox. Your new messages will still come to your main Inbox. You can move those messages back to your main Inbox folder if you wish.

Why are some of the emails I deleted showing up again?

As part of this upgrade, we are moving all of your emails from your old server to your new server. There is a chance that during this move that old emails may come back into your inbox. Simply delete them again.

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

No, there will be a new webmail interface and link. You may learn more about the new webmail interface here.  Please continue to check your mail as normal up until January 31, 2017.

POP3: Why are all my old email messages loading in again?  

After January 31st, if you are seeing all of your email messages loading in again it is because they are present on your email server/webmail. We recommend allowing time for these emails to load, or alternatively, you can close out of your third party email program and log into your new webmail service to delete the emails there. Once deleted from the webmail server, they should not load into your third party device any longer, though if the process has started, some third party email programs will still continue to pull in all of the old emails. We always recommend that you log in and clean up old emails in webmail from time to time.

I use email aliases with my current mailbox. Will there be changes to the way I use my alias email addresses?

Yes. In the case where you have an alias, we have set up a separate mailbox for each email address and forwarded the emails to your main email account. We have set up your alias mailboxes with the same password as your main email account. If you have any trouble with how your alias email is being forwarded, simply log into the webmail program and update the forwarding email address.

SSL Access Related Issues:

Server setting changes are not required as part of this 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 software client configuration in certain cases. Such cases have been known to arise with Apple Mail clients in particular, and when using TLS for authentication.

Additionally, in such cases, if you use POP settings you should back up (archive) your local mail store prior to making any settings changes. Some third party programs will delete the local mail store when recreating, resulting in loss of all email content. As there are many different third party devices available, Xplornet cannot be responsible for providing the various steps required to back up an email service. Messages stored on the webmail server (which Xplornet supports) will not be affected.

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.