For any connectivity issues, we recommend that you complete a power cycle of your Xplornet equipment first. Please follow these steps carefully to complete your power cycle.

  1. Power off all equipment in any order. Always unplug the subscriber module power adapter (the Xplornet equipment in your home – your modem) from the wall outlet or power bar.
  2. Wait 30 seconds
  3. For satellite and Canopy customers, power up the equipment in the following order:
    a) Xplornet Subscriber Module (SM) / Customer Premises Equipment (CPE) – your modem
    b) Your Xplornet Residential Gateway (RGW), or a third party Analog Telephone Adapter (ATA), if applicable
    c) Your router, if applicable
    d) Your personal computer (PC)
  4. For Expedience and WiMAX (4G fixed wireless) platforms, power up the equipment as follows:
    a) ATA (if applicable)
    b) Router (if applicable)
    c) SM / CPE – your modem
    d) PC

To test your connection, directly connect your modem to the PC:  Follow the procedure above, removing all devices between modem or power adapter and your PC. Connect the ethernet cable (cable with the rectangular ends) from your PC to the Xplornet modem or power adapter.

If the power cycle steps above do not result in your Internet service being restored, or if you are unsure of which products you have, please contact Xplornet at 1-866-841-6001.

What you’ll find here

How to power cycle your Xplornet equipment to help get you back online.