On August 25, 2020, customers of Detour Wireless will become customers of Xplornet. As we complete this transition, Xplornet is pleased to be working closely with Detour to support existing rural wireless customers.
Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect throughout this transition.
Looking for something specific? Use the quick links below to jump to that section on this page:
Who is Xplornet?
Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is one of Canada’s leading 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 wireless and satellite platforms that connect Canadians to what matters. Click here for more information on our services.
Who do I contact with any issues or questions regarding my service?
Until August 25, 2020, please continue to contact Detour Wireless at 1 (844) 433-8687 if you have any issues or questions regarding your service.
After August 25, 2020, 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?
We’ve designed the transition to be as seamless and easy for you as possible. Your current Internet plan and fee will not change during the transition on August 25.
Will there be any changes to my Internet Services?
There will be no changes to your internet service during the transition on August 25.
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 LTE and unlimited plans and packages to meet your growing needs.
Where can I find more details about policies on my Internet service?
If my current plan includes unlimited data usage, will I continue to receive unlimited usage?
Yes. During the transition on August 25, 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 I be able to upgrade my service with Xplornet?
You will be able to upgrade to other Xplornet services as they become available in your area.
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?
Depending on your current billing date with Detour Wireless, you may receive your first invoice from Xplornet between September 5th and October 4th. Click here for a sample of an Xplornet invoice.
Will my payment information transfer over? Do I need to update my method of payment?
If you are currently using pre-authorized credit card your information will be securely transferred to Xplornet at the time of the migration to Xplornet systems.
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
Please return your form to Xplornet by one of the following ways:
- Email to email@example.com
- Fax to 1-866-510-2232
- Mail to Xplornet Communications Inc., P.O. Box 9060, Woodstock, NB E7M 6B5
If you currently pay via online banking, you will be required to update your online banking information as of August 25. Please do not send any online banking payments through to Detour after this date.
You will need the following information to make payments via online banking after August 18, 2020:
- Payee: Xplornet Communications Inc.
- Account ID Number (will appear on your first Xplornet invoice)
For cheque payments after, August 25, please note the new mailing address:
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.
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.