On April 30, 2021, AB North.com customers will transition to become customers of Xplornet.

Like AB North.com, Xplornet is passionate about providing quality Internet service to rural customers and is committed to the communities we serve.

We know this transition marks a change for you and we want you to know we are excited to welcome you as a customer. We have big plans for Internet service in Alberta, including 5G wireless broadband and fibre in the region.

What does this transition mean for you?

Xplornet is working closely with AB North.com to make sure the transition is as easy and as smooth as possible for you. Until April 30, 2021, please continue to contact AB North.com for technical support and any inquiries regarding your monthly billing.

On April 30, 2021, Xplornet will become your first point of contact for all billing and technical support inquiries. No changes to your service or fees will be made at this time. After April 30, you can contact us at 1-866-841-6001 for any inquiries regarding your Internet service.

Please review the payment options listed below and provide us with updated payment information, if required, before April 30, 2021.

  • For pre-authorized credit card payments, your information will automatically be transferred to No action on your part is required.
  • For pre-authorized debit, please complete the enclosed Xplornet Pre-authorized Debit Form and return it to Xplornet by April 30, 2021 via

Xplornet Communications Inc.
300 Lockhart Mill Road
P.O. Box 9060,
Woodstock, NB
E7M 6B5

  • To make your monthly payment by cheque, please make the cheque payable to Xplornet Communications and address it as follows after April 30, 2021:

Xplornet Communications Inc.
300 Lockhart Mill Road
P.O. Box 9060
Woodstock, NB
E7M 6B5

We are happy to provide assistance throughout this process and answer any questions you may have regarding your monthly bill. You can contact Xplornet directly at 1-866-841-6001 or email us at billing@xplornet.com.

In the near future, we will be sharing information about exciting network upgrades underway in your area. Xplornet is investing in our network so we can offer faster speeds – up to 50 Mbps – along with unlimited data. We’re doing this because we believe rural Canadians should have the same Internet access as our biggest cities.

If you have any questions, we have three customer care centers operating in Canada, ready to help you 24 hours a day, 7 days a week, 365 days a year. You can reach us at support@xplornet.com, or call us anytime at 1-866-841-6001.

Frequently Asked Questions

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

 

GENERAL

Who is Xplornet?

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is Canada’s leading rural focused broadband service providers. For over a decade, Xplornet has been providing innovative broadband solutions to rural customers at work, home and play across Canada. Today, Xplornet offers voice and data communication services through its unique fibre, wireless and satellite platforms that connect Canadians to what matters.

Who do I contact with any issues or questions regarding my service?

Until April 30, 2021, please continue to contact AB North.com at 1-780-332-4390 if you have any issues or questions regarding your service.

After April 30, 2021, you can email Xplornet at support@xplornet.com or call us anytime, 24/7, at 1-866-841-6001 and we will be happy to help.

 

SERVICES

Will there be any changes to my Internet plan and fee, or to my Internet service?

Your current Internet service and fee will not change during the transition on April 30, 2021. We will communicate with you again when we have more news to share.

When will I be able to upgrade to Xplornet LTE services?

After April 30, 2021 customers will be contacted with upgrade options as Xplornet’s LTE services become available in their area.

Does this transition mean I am switching to satellite Internet?

No. The transition to Xplornet will provide even more access to additional Fixed Wireless products including a larger selection of wireless LTE Internet and unlimited data packages to meet your growing needs.

If my current plan includes unlimited data usage, will I continue to receive unlimited usage?

During the transition on April 30, 2021 there will be no change to your service, the speed and data plan you subscribe to, or the monthly fee you pay today.

Will I need to sign a contract?

There is no need for you to sign a new contract to continue your current service. Over time, we may upgrade and replace older technology, in which case we may provide you with alternate Internet solutions that may require you to sign a contract.

Do I need to replace my equipment?

You can continue to use the same Internet service equipment that you currently have in your home or business. We’ve designed the transition to be as seamless and easy for you as possible. If you choose to switch packages, an equipment upgrade may be required.

 

EMAIL MIGRATION

Starting on June 22, 2021, Xplornet will be migrating email customers with @abnorth.com and @wispernet.ca email addresses to our email service.

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

  • A reliable, stable and secure email service that Xplornet has been operating for over a decade
  • A large mailbox: enjoy much flexibility with 10GB of storage
  • Contacts and a calendar that can be synced to a mobile device (iOS and Android)
  • A new Webmail interface with email Password Recovery options
  • 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.
  • RSS feed: Keep up-to-date on topics that interest you with a Really Simple Syndication (RSS) feed right in your Webmail

Will my email address change?

No, your email address will remain the same.

What email addresses are being moved?

All email addresses that end with @abnorth.com and @wispernet.ca are being moved.

Will I need to change my password?

Most customers will continue to use their existing email password. If a password reset is required, you will be notified in advance of the upgrade what is required.

I can’t remember my email password.

After the update, please contact Xplornet at 1-866-841-6001.

How will the upgrade and transition work?

Between 7pm MDT on June 22 and 5am MDT on June 23, 2021, your email service may be unavailable while we complete the upgrades. After 5am MDT on June 23, 2021, you will be able to login and view any emails that were delivered during the maintenance window. Previously viewed messages and other saved emails or folders will not be lost; however, they may take up to 72 hours to reappear in your mailbox. After the migration, you will be able to make changes to your webmail data and settings in the new webmail interface. Please continue to check your email as normal until 7pm MDT on June 22, 2021.

Please note: Any changes you make to your webmail data and settings (specifically Address Book Contacts, Vacation Message, Calendar Events, From Blacklist and From Whitelist, and Forwarding) on June 21 and 22, 2021 will not be reflected following the upgrade process. We recommend making any updates to this data and settings either prior to June 21 or after June 22, 2021 (in the new webmail interface).

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

Yes. In order for your email program to continue to work after the upgrade, you will need to change your settings AFTER the migration (but NOT before). Click here to find setup guides for a number of email program walkthroughs. Scroll to the bottom of the appropriate guide for your email program or device and follow the “Changing your Settings” instructions.

If your email program is not listed there, you will need to change your settings to match these:

  • If using IMAP:
    • Incoming server: imap.xplornet.com
    • Port 993 (SSL/TLS enabled)
  • If using POP
    • Incoming server: pop.xplornet.com
    • Port 995 (SSL/TLS enabled)
  • Outgoing SMTP server: smtp.xplornet.com
    • Port 465 (SSL enabled) or 587 (TLS enabled)
  • Username: full email address
  • Outgoing server requires authentication: Yes

There will also be a new link to webmail: https://mail.xplornet.com/

Will I lose any of the information from my webmail?

The following features and webmail items will be saved and transferred to your new email service with Xplornet:

  • Mailbox content (messages and folders)
  • Address Book Contacts
  • From Blacklist and From Whitelist
  • Forwarding address(es) and setting
  • Vacation Message/Auto Responder
  • Calendar Events

The following features and webmail items will not be transferred to your new email service.

  • Signature
  • Mail Filters
  • Subject Blacklist

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.  Some folders may be arranged slightly differently than before, but all of the folders can still be found in your new webmail.

If you use webmail or IMAP, you will not see your old messages in your Inbox folder any longer. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox folder. You can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.

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

No. There will be a new link to webmail: https://mail.xplornet.com/.  The Xplornet webmail interface is also different from AB North’s.  You can learn more about the new webmail interface here.  Please continue to check your mail as normal until the migration at https://mail.cityemail.com/tuxedo/.

What happens if I have trouble accessing my email via POP after the upgrade?

If you use POP to connect and need to remove and recreate your software client configuration 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.

Why am I missing emails?

After 5am MDT on June 23, 2021, you will be able to log in and view any emails that were delivered during the maintenance window. Previously viewed messages and other saved emails or folders will not be lost; however, they may take up to 72 hours to reappear in your mailbox.
If you use webmail or IMAP, you will not see your old messages in your Inbox folder any longer. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox folder. You can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.
If you are unable to locate the email messages in any of your folders in Webmail after the 72 hour window, please email us at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001.

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 some old messages will show up in your new mailbox. Simply delete them again.

Where do I find the settings and instructions to setup my email account in an email client or mobile device?

A number of email program walkthroughs are available here.

I am paying for additional email addresses. Will there be a change in the cost?

No, there will be no change to the cost of additional email addresses.

 

INVOICING & BILLING

Will my credit or owing balance transfer to Xplornet?

Yes, your balance will seamlessly transfer to Xplornet’s billing systems.

When will Xplornet start to invoice me?

Xplornet will begin to invoice you for your service after the transition on April 30, 2021, on the same monthly billing date you have today.

Will my payment information transfer over? Do I need to update my method of payment?

For pre-authorized credit card payments, your information will automatically be transferred to Xplornet. No action on your part is required.

If you currently use the pre-authorized debit option, we will need you to update your payment information. Please complete the Xplornet Pre-Authorized Debit Form which is enclosed with this letter.

Please return your form to Xplornet by one of the following ways:

  • Email: billing@xplornet.com
  • Fax: 1-866-510-2232
  • Mail: Xplornet Communications Inc., P.O. Box 9060, Woodstock, NB E7M 6B5, 300 Lockhart Mill Road

For cheque payments after, April 30th, 2021 please send cheques to this address:

Xplornet Communications Inc.
300 Lockhart Mill Road
P.O. Box 9060
Woodstock, NB
E7M 6B5

Will there be any changes to my billing period?

If you are on monthly billing, there will be no changes to your billing period and dates.

For other billing frequencies (such as quarterly, semi-annual, or annual), your account will be transitioned to monthly billing and charges will begin after your current billing period ends.

If you wish to change your payment day we can easily do that for you by simply emailing us at support@xplornet.com. If you are on a prepaid plan, your account will be transitioned to monthly billing once your prepaid amount is used up.

Will the charges for activities such as moving my service remain the same?

Once we have transitioned your services over to the Xplornet systems, the Xplornet service fees and policies for items will be in effect. You can view Xplornet’s policies at Xplornet.com/policies.

OTHER

What can I expect in regards to customer service and support after the transition to Xplornet?

Xplornet is committed to providing superior customer support and service. That’s why we offer 24/7 customer support from three call centers across Canada.

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.

Welcome to Xplornet!