Xplornet acquired Neighbourhood Wireless’ business in January 2015, and the Neighbourhood Wireless Internet and billing systems were moved over to our platforms at that time. This page is an archive of the frequently asked questions (FAQ) from that transition.
Xplornet has acquired Neighbourhood Wireless. What does this announcement mean to me?
Welcome to the Xplornet family! We will begin transitioning the Neighbourhood Wireless Internet and billing systems over to our platforms on January 22, 2015. Congratulations on becoming the newest user of Canada’s industry-leading rural broadband services. This acquisition will allow you to enjoy the many benefits of the Xplornet difference.
As our newest valued customer, we want to make sure that your switch from using Neighbourhood Wireless to Xplornet is a smooth process and that you continue to use your Internet the way you want to. See below a list of frequently asked questions through this acquisition phase and how things will operate after January 22, 2015.
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.
Are all my Internet services being switched Xplornet?
Yes, Xplornet is your new Internet service provider and will support your current Wireless Internet service.
How do I access my @talkwireless.ca email address?
You can access your email inbox through our Webmail portal. Please update your bookmarks.
Who do I contact with any issues or questions regarding my service?
Until January 22, 2015, please continue to contact Neighbourhood Wireless for technical support. For any questions about this migration, or for technical support from January 22, 2015 onward, please contact our Customer Care Centre, available 24/7 at 1-866-841-6001.
Will there be any changes to my internet plan and price?
No. There won’t be any changes to your current Internet plan in terms of price, speeds and capacity. Some price plan names will change.
Will I be required to agree to a new contract?
No. Xplornet will not ask you to sign a new contract. In the case of technical failure, we will offer you alternate Internet solutions to help maintain your service with Xplornet.
Will there be any changes to the way my Internet traffic is managed?
As an Xplornet customer, your internet service will fall under the Xplornet Internet Traffic Management Policies.
Will my email address change?
No. Your email address remains the same.
Will my account balance transfer to the Xplornet?
Yes, your account balance will be transferred to Xplornet
When will Xplornet start invoicing me?
Your last invoice from Neighbourhood Wireless will be issued in January 2015. Your Xplornet invoice will be emailed or mailed to you on the first day of your chargeable period and payment will be processed 15 days from invoice date.
If you received an invoice from Neighbourhood Wireless on January 1st (for January billing period of Jan. 1-31), expect your first Xplornet invoice to be emailed or mailed to you on February 1st and payment will be due on February 15th.
For a more detailed explanation about your Xplornet invoice, please click here. If you have any questions or concerns, please contact Xplornet at 1-866-841-6001 for clarification.
Will my payment information transfer over? Do I need to update my method of payment?
Your credit card payment information will be securely transferred over to Xplornet. However, if you currently use pre-authorized debit payment option, you are required to complete the Pre-authorized payment Form and return back to Xplornet. Please see more about payment options here.
I pay on a quarterly, semi-annual or annual basis. What will happen to my balance?
If you are currently on a quarterly, semi-annual or annual invoicing, Xplornet will not charge you for the duration left on your current invoice period. At the end of your current invoice period, your invoicing will commence on a monthly basis with payments due 14 days from the invoice date.
Will Xplornet send me an invoice on quarterly, semi-annual or annual basis?
Xplornet does not offer quarterly, semi-annual and annual invoicing frequency options. All customers receive a monthly invoice with payments due 14 days from the invoice date. Customers who still wish to pay their invoices in advance must contact Customer Care at 1-866-841-6001 for instructions.
What you’ll find here
An archive of FAQs from the Neighbourhood Wireless transition