On April 30, 2021, customers of AB North.com will become customers of Xplornet Communications. As we complete this transition, Xplornet is pleased to be working closely with AB North.com to support existing rural wireless customers.
Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect throughout this transition.
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 firstname.lastname@example.org or call us anytime, 24/7, at 1-866-841-6001 and we will be happy to help.
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.
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: email@example.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
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 firstname.lastname@example.org. 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.
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 email@example.com or call us anytime, 24/7 at 1-866-841-6001.