About MyXplornet

MyXplornet provides a safe, simple and secure way to manage your Xplornet account in one central location 24 hours a day, 7 days a week. View or change your contact information, manage your emails, view your invoices, monitor your Internet usage and more.

With MyXplornet you can:

• Review or update contact information
• Review or update payment information
• Review invoices
• Make a payment using a credit card
• Track internet usage
• Manage Xplornet emails
• Review your Home Phone usage
• Manage Call Forwarding and Voicemail Settings
• Review or update E911 Address for your Xplornet Home Phone
• Create a case to request support from Xplornet Customer Care
• Temporarily suspend all Xplornet Services (some conditions apply)
• Review Warranty Status and Add Protection with Xplornet Xtra Care

Logging In

To log in, please go to myxplornet.com and click on the Customer Login box.

Next, please enter your User Name and Password and click Enter.

Once logged in, you will see the MyXplornet Home page which displays:

• Your billing account contact information
• Quick link to view your Internet usage (note: usage may not be applicable to all Xplornet services)
• Email addresses set up on your Xplornet account and options to add a new email address or change your email password
• Your billing & payment information:
  • Last Payment– the amount of your last successfully processed payment.
  • Last Payment Date– the date of your last successfully processed payment.
  • Invoice Delivery Method– the way your Xplornet invoice is provided (email, regular mail, or email & regular mail)
  • Make a Payment– make a one-time payment.
• Quick Links to popular areas:
  • Xplornet Website
  • Dealer Locator
  • Customer Activity Centre (First time activation process)
  • Refer-A-Friend (Receive a $25 credit on your Xplornet account when you tell your friends and family about Xplornet and they activate within 30 days)
  • My Cases
  • Support Articles
  • Useful forms such as Pre-authorized Debit request
  • MyXplornet User Guide

Settings

The MyXplornet Account section of the MyXplornet home page displays your billing contact information. To update your information, click Edit beside Billing Address or Email

Click Manage Settings to update the following information:

• MyXplornet Username
• MyXplornet Password
• Time zone
• Language

Email

The Email section of the MyXplornet Home page displays the email addresses that are set up on your Xplornet account, a quick link to Webmail, and options to add a new email address or change your email password.

Change Email Password:

1. Click on the Change Password link next to the email account that you want to modify.
   2. Chose a password and enter it twice to confirm

Password criteria:

• Minimum 8 characters
• Maximum 54 characters
• Can contain characters: ~, @, $, %, ^, &, *, (, ), -, _, =, +, /, \, “, >, ],

Create New Email Address:

1. Click on the Create New button.

2. You can choose between an email address ending with @xplornet.ca or @xplornet.com.

Email address criteria:

• First and last characters must be alphanumeric
• Minimum of 3 characters
• Maximum of 64 characters
• Can contain numbers 0-9, letters a-z, underscore (_), hyphen (-), period (.)
• First or last character cannot be a period (.), underscore (_) or hyphen (-)
• Cannot contain a space, two consecutive periods (.), or the following special characters: ~, `, @, #, $, %, ^, &, *, +, =, (,),< ,>, /, \, |, “, > , ]  ,

3. Choose a password and enter it twice to confirm.

Password criteria:

• Minimum 8 characters
• Maximum 54 characters
• Can contain characters: ~, @, $, %, ^, &, *, (, ), -, _, =, +, /, \, “, >, ], [, }, {, :, ;, >, <, ., ‘, |, ?

4. Click on Save. The Status of the email address will show “Pending” and the email address will activate within 5 minutes. Then, you can click on Go to Webmail to sign in.

Invoices

To see the invoices for your account, select the View My Invoices button on the MyXplornet Home page.

Click on View PDF to see the invoice for a particular time period. For an explanation of your invoice, you can review the “How do I read my invoice?” article.

Payment Methods

The MyXplornet Home page displays your current payment method for Xplornet services. To change your payment method, click the Change Payment Method button.

(Note: The below message will display if you have not yet added a payment method)

On the Manage Payment Summary screen, click Manage Payment Methods

Add a New Payment Method

• On the Manage Payment Methods screen, click Add New Payment Method

• From the New Payment Method pop-up box, select the payment method you wish to add

• Click Continue

• An additional section will appear for the New Payment Method Information
  • For the payment type you selected, fill in all the required information noted with a red bar

• Click Save
• If you chose to add payment from a bank account as a new payment method, the Pre-Authorized Debit Terms & Conditions will appear after clicking the Save button.

• Click the I Agree button to accept the Pre-Authorized Debit Terms & Conditions and continue OR click Cancel to return to the Manage Payment Methods screen.
• When the new payment method has been added successfully, you will see the following message:

• The new payment method you have just added will now become the current default payment method.

Set a Default Payment Method

• On the Manage Payment Methods screen in the Your Payment Methods section, click the checkbox to select the new default payment method.
• Click the Set as Default Payment Method button

• Click OK in the pop-up box to confirm your selection.

• When the default payment method has been changed successfully, you will see the following message:

Delete a Payment Method

• On the Manage Payment Methods screen, in the Your Payment Methods section, click the checkbox to select the payment method to be deleted.
• Click the Delete button.

• Click OK in the pop-up box to confirm deletion.

• When the payment method has been deleted successfully, you will see the following message:

Internet Usage

Click on the View My Data Usage button on the MyXplornet Home page to view your Internet usage with the Usage Tracker online tool. The Usage Tracker is updated every hour with data that’s current as of 4 hours ago.

Xplornet Home Phone Usage

Customers with Xplornet Home Phone packages can track monthly phone activity to help manage usage and any additional charges.

• Go to the Customer Subscriptions tab
• Select the Go button beside “View: My Subscriptions/Mon abonnement”

• Select the XHP subscription
• Select the View Home Phone Usage button

Note: Your usage is shown in the GMT Time Zone

911 Address (Xplornet Home Phone customers only)

Your home address will be registered with 911 as part of your Xplornet Home Phone subscription service. Please ensure your physical home address is accurate.

If you move Xplornet Home Phone equipment to another location and change your phone number(s), you must update your 911 address.

IMPORTANT NOTE: If you do not update your 911 address, any calls to 911 may be sent to an emergency centre near your previous address.

Cases

A case is a detailed description of a problem, question or feedback regarding your Xplornet service. To submit a case, click the Create a Case button on the Cases tab, fill out the corresponding information, and click Submit. If you have any screen-shots or other supporting information regarding your case, you can choose Submit & Add Attachment. A response to your case will be provided within 48 hours via email or phone.

Once you have submitted a case, you can view previous open cases that you submitted via phone or MyXplornet.

If you have any additional questions about MyXplornet, please email us at support@xplornet.com or call Xplornet Customer Care at 1-866-841-6001.