Thank you for accessing the Frequently Asked Questions for Platinum hosted domain, email and web hosting migration! Please review the following FAQS to learn what this migration may mean to you. While we have worked very diligently to ensure that the transition is seamless, there are some things that may require your attention.


  1. Can I upgrade/downgrade my package? Are new packages available?

Yes! After the upgrade completes on January 31st, you are able to make changes to your package. Please contact 1-866-841-6001 or after January 31st to discuss what other packages and features we now have available.

  1. What features will be available?

Depending on which package you have subscribed to, you may see different features, like The EasySite Wizard, Photo Albums, Social streams, Announcer Pro and Easy Store Maker! Domain emails are included with our hosting packages (10 or more, depending on the package), and include anti-spam/virus and webmail. Some of the plans include file management, as well as modern supported software. In addition, some plans offer access to open source applications such as WordPress or Joomla.

  1. What’s the difference between a domain and hosted site?

You can’t have a website without a domain name. In order to have a website, you must first purchase an address that will allow people to visit your website.

A Free Hosted Site is a free option that provides our customers with a website and a limited amount of storage for web content and files. It is accessible from anywhere on the internet, but it does not use a customer owned domain name, nor does it include emails or some of the other hosting features. These can be accessed via[username].

Web Hosting is similar but requires a registered domain name. There are different packages that regulate the storage space available for the website, how many emails/aliases you may have, and what features and applications are turned on for the domain. Domain Websites can be accessed via the format domainname.tld.

  1. I am no longer in need of this domain or hosted service / email. How do I cancel?

The account holder must contact us at 1-866-841-6001 or email us at from an authorized email account on file.

  1. Who do I contact if I have any issues?

Please contact or call our Customer Care team at 1-866-841-6001


  1. Will I be required 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.

  1. Will I need to change any settings in my email client on my phone, tablet or computer?

Yes. These settings will not require updates until after the migration of your mailbox occurs on January 31st. These settings will be provided to you closer to the date of the upgrade.

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

Yes, there will be some changes to the management of your alias emails. We will be reaching out with further information closer to the date of migration.

  1. I am unable to log in to webmail.

If you are using a bookmark or favorite to access webmail, after January 31st you will need to update your bookmarks. We will be reaching out closer to the date of the upgrade with more information.

  1. I can’t remember my email password.

If you need help with this, please contact Xplornet at 1-866-841-6001 or

Domain & Web Hosting Services

  1. What dates do I need to be aware of?

Any changes made to your website and/or FTP server between January 24th and January 31st 2017 will not be saved as part of the upgrade. On January 31st, you will sign in and make any necessary changes through your new Xplornet Control Panel. You will receive additional information and login details closer to the date of the upgrade.

  1. Do you have any tutorials to help me build my site?

Yes, there are multiple support wikis available within your Control Panel, found under each application in the Support section. As Xplornet is not responsible for the maintenance of your hosted site, you will find these easy to follow support documents very helpful in walking you through the tools available to you.

  1. Why does my website look different in different browsers?

Some browsers can translate your design differently with regards to spacing and sizing. Our best recommendation is to test your site in multiple browsers to find an acceptable layout.

  1. How do I use the new Control Panel? Are there support documents to help me?

The new Control Panel is very user friendly, and will launch you into a tutorial as soon as you sign in for the first time. You can access this tutorial anytime by mousing over the support icon and clicking on “Take a Tour”. Under each individual application, you will see there is a Support option listed. Clicking here will bring to you a wiki that will house all of the support information required.