Welcome to the Xplornet community! We look forward to providing you with fast and reliable high-speed Internet service.

The transition to Xplornet will begin on September 1, 2015. The Chatham Internet Access and Xplornet Internet services are compatible in a number of areas, which means that many aspects of your experience will remain the same after the transition.

Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect with this transition.
Looking for something specific? Use the quick links below to jump to that section on this page:

GENERAL

Who is Xplornet?

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is Canada’s leading rural broadband provider. We believe everyone should have access to the transformative benefits of broadband, so we make our service available everywhere in Canada, including the hard-to-reach places. With cutting-edge technologies that cover 100% of rural Canada, Xplornet connects its customers to all that the Internet offers. Click here for more information on our services.

Will I need to sign a contract?

There is no need for you to sign a new contract under your current service. As we are committed to providing the latest technology, we may upgrade and replace older technology, in which case we will provide you with alternate Internet solutions that may require you to sign a new contract.

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

While the team at Chatham Internet Access will continue to provide technical support for your service until August 31, 2015, you can contact us if you have any questions about this transition. Please email us at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.

When will my services move to Xplornet?

Your Internet service will transition to Xplornet on September 1st, 2015.

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 there be any service outages with this transition?

Some customers may experience short outages prior to the transition, from August 24th – August 31st, which may occur
between 12:00 am and 6:00 am.

SERVICES

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

Your Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible. We will simply transfer your Internet service to an equivalent Xplornet plan, so your upload / download speeds and your monthly service fee will all remain the same.

If you have dial-up service as a back-up with Chatham Internet Access, please note that Xplornet does not offer dial-up service. We are currently working with Chatham Internet Access to find a solution for you and we will provide more details over the coming months.

Will my email address change?

Your email address will remain the same; there will be no changes to your email address.

Will all of my Internet services switch to Xplornet?

Xplornet will become your new Internet service provider for your wireless & DSL Internet access.

Can I continue to use my existing dial-up service?

As Xplornet does not offer dial-up Internet service, we would like to help connect you to all that the Internet offers with one of our fast and reliable high-speed Internet packages that come loaded with tons of value. To discuss your plan options, give us a call at 1-866-841-6001. Dial-up service will be terminated effective August 31, 2015.

Will FTP services still be available?

Xplornet does not offer FTP services, however there are many 3rd party secure services that offer no-charge limited services. Examples include DropBox, Google Drive, Microsoft SkyDrive, Apple iCould and Amazon Cloud Storage.

What will happen to my static IP service?

There will be no changes to your static IP service at this time.

Where can I find more details about policies on my Internet service?

To help you become familiar with the policies that apply to your service, we’ve placed this information in one convenient place. Click here to review policies such as the Terms of Service, Privacy Policy, Traffic Management Policy.

INVOICING & BILLING

Will my credit/owing balance transfer to Xplornet?

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

When will Xplornet start to invoice me?

Your last invoice from Chatham Internet Access will be issued in August 2015. Your Xplornet invoice will be emailed or mailed to you on the first day of your billing period. Click here for a sample of an Xplornet invoice. If you have made arrangements for pre-authorized debit or credit, your payment will be processed 14 days from the invoice date.

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

If your current payment method is pre-authorized credit, your credit card information will be securely transferred to Xplornet.

If you currently use the pre-authorized debit option, we will need your up-to-date payment information.
Please complete the Xplornet Pre-authorized Debit Form and return it to Xplornet by one of the following ways:
– Email to billing@xplornet.com
– Fax to 1-866-510-2232
– Mail to 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 are on a prepaid plan, your account will be transitioned to monthly billing once your prepaid amount is used up.

EMAIL ADDRESS TRANSITION

Starting on November 23, 2015 at 7am EST, Xplornet will begin to securely move customers with an @ciaccess.com or @southkent.net email address to our email service.

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

What does this mean for me?

Any changes you make to your webmail contacts and settings, as well as any new files uploaded to the “Pictures” and “Private” folders between November 23rd at 7am EST and November 24th at 7pm EST will not be reflected following the upgrade process.

Starting November 24th at 7pm EST until November 25th at 12am EST, your email service will be unavailable while we complete the upgrades.

After November 25th at 12am EST, you can use the new login page at https://mail.xplornet.ca to once again make changes to your webmail contacts and settings.

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

  • A larger mailbox: Enjoy more flexibility with 10GB of storage
  • 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.

Will I need to change my password?

No, you can continue to use your current password after the upgrade.

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.

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

Yes – please update your webmail bookmark for your new login page, and update the settings for your third party email program.

Will I lose any of the information from my webmail?

The following items will be saved and transferred to our new email service:

  • Mailbox content
  • Address book entries and contacts
  • Email forwarding settings and address
  • Auto-reply messages and setting (on or off)
  • Email signature
  • Your webmail picture folders and files

The following items CANNOT be transferred to our new email service:

  • Calendar entries
  • Email filters and exceptions

I use a third party email program on my computer or on my mobile device. Will I need to change any of my settings?

Yes, you will need to make changes to the settings for your third party email program on your computer or mobile device. Please see our third party email program guides here, and the new settings here.

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

No, there will be a new webmail interface and link. You can access your webmail here, and learn more about the new webmail interface here.

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.

What you’ll find here

Information about the transition from Chatham Internet Access to Xplornet