Home phone - Xplornet

While we’re often reminded about online safety, fraudsters also use the traditional phone line to try to gain access to your personal information. These phone scams – also know as vishing or voice phishing – can be just as harmful as Internet and email scams.

Read on for some tell-tale signs of phone phishing scams and tips on how to protect yourself.

Tips for protecting yourself

  • Be careful when sharing personal information. Be wary of impostors who might contact you via phone or email to collect personal information, credit card numbers and other details.
  • Never share your PINs and passwords. Use complex passwords that are hard to guess, but that you can remember easily.
  • Be wary of unsolicited offers and contests.
  • Don’t open unsolicited email messages.
  • Keep your computer’s operating system and firewall up to date.

Remember, Xplornet will never ask for your personal information over email.

How can I recognize a vishing attempt?

With vishing, the scammer will attempt to gather your personal or financial details over the phone instead of through email. A scammer may call to sell you new rate plans (which are not real), ask you to complete a survey or tell you that they’re updating your account and want you to verify details.

What should I do if I’ve received a suspicious phone call from Xplornet?

Please do not provide personal information if the caller sounds suspicious. When possible, record the phone number that appeared on your call display, then contact Xplornet at 1-866-841-6001 or support@xplornet.com to report the call. We will then be able to determine if the call was legitimate.

Xplornet could ask for the following details:

  • Account ID
  • Phone number
  • Full address
  • Email address

In some instances, our team may ask you for credit card information if no banking info has been provided and your payment is due. If you prefer, these payment details can be updated on MyXplornet.com.

Xplornet will not ask you for the following:

  • Social Insurance Number
  • Previous or current credit information on file

How can I tell if a telemarketing call is not from an Xplornet representative?

  • We will never use abusive, unprofessional, or derogatory language.
  • Our representatives will never refuse to give you their name.
  • Our representatives will not ask you for SIN or detailed credit information.

What should I do if I receive a fraudulent telemarketing call from someone who claims to be from Xplornet?

  • Report to us immediately.
  • If you verbally provided any PIN or password associated with your account, change it immediately.
  • Try to capture as many details as you can about the call:
    • Date and time of the call
    • Phone number calling from
    • Callback number (if one was provided)

What should I do if I’ve received a suspicious phone call from a caller claiming to represent another company?

Please do not provide personal information to the caller. Instead, report the incident to the Canadian Anti-Fraud Centre:

What is Call Blocking?

Part of the Canadian Radio-television and Telecommunications Commission’s (CRTC) effort to protect Canadians against certain types of unwanted calls was to mandate Canadian carriers to block calls when call display information is blatantly inaccurate.

To comply with this decision, by December 2019, Xplornet Home Phone will block calls displaying illegitimate telephone numbers from reaching you. In particular, calls that appear to be coming from a telephone number that is not a real North American or International telephone number will be blocked and no longer delivered to your phone. Call blocking will help to reduce the number of unwanted nuisance calls, a first step to improving customer experience.

What types of calls will be blocked by Xplornet Home Phone?

  • Calls with unassigned North American area codes (e.g. 005 456-7890)
  • North American calls that contain less than 10 digits (not including 310-XXXX)
  • North American calls that have more than 10 digits
    • Excluding long distance calls that begin with the number 1 (e.g. 1 866 841-7004 – these are considered 10 digit numbers and will not be blocked)
  • Calls originating internationally with more than 15 digits

These telephone numbers are often related to illegitimate marketing, and typically originate from telemarketers not registered with the National Do Not Call List (NDNCL), and not in compliance with obligations for accurate identification, by using technology to alter their call display with inaccurate, false, or misleading information.

A spoofed number can appear as a string of digits (e.g. 000 000-0000), a random number, or the number of a company, person or government entity.
Please see Compliance and Enforcement and Telecom Regulatory Policy CRTC 2018-484 online at https://crtc.gc.ca/eng/archive/2018/2018-484.htm for further detail.