Skip to Main Content

General

Who is Xplornet?

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is Canada’s leading rural broadband service 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. Our customers live in the farthest reaches of the country and just outside of major urban centres, and through our coast-to-coast network of local dealers we connect them to what matters. 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 existing service. However, as we continue to innovate using the latest technology and upgrade and replace older technology, we may provide you with alternate Internet solutions that may require you to sign a contract.

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

Up until May 31st, the Netset customer service team will continue to provide support for your service. If you have any questions regarding this transition, please email us at membercare@netset1.ca or call us 24/7 at 1.877.638.7381 and we will be happy to help.

Starting June 1st, you can call Xplornet Communications Inc. at 1.866.841.6001 or email us at support@xplornet.com. Whether you have questions about your service or need technical help, our friendly bilingual Customer Care team is available 24/7 to help you.

Do I need to replace my equipment?

No, you can continue to use the same Internet service equipment that you currently have in your home or business.

Services

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

No. Your current Internet plan and fee will not change. Your upload and download speeds and your monthly service fee will all remain the same. If at any time, you would like to discuss your Internet plan or other available Xplornet plans, you may do so by contacting the Xplornet Customer Care team.

Will my email address change?

No, your email address will remain the same.

How do I access my Netset email?

You can continue to access your Netset email address through the webmail login page.

Will all of my Internet services switch to Xplornet?

Yes, Xplornet will become your new Internet service provider for your services.

What will happen to my static IP service?

If you have a static IP, there will be no changes 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, and Privacy Policy.

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

Yes, there will be no change to your current plan, including your plan’s usage allotment as a result of the transition. Xplornet has a variety of plans to suit your needs and may introduce new plans in the future. You may choose from the plans offered from Xplornet at any time.

Do I still have access to my customer portal?

Up until May 31st, you will still have access to your Netset portal. You will receive instructions in June on how to login to the Xplornet portal at MyXplornet.com.

Will I be able to upgrade my service with Xplornet?

Xplornet offers a range of packages to suit a variety of customer needs. You will be able to upgrade to additional 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?

Your last invoice from Netset will be issued in May 2019. Your new simplified Xplornet invoice will be emailed to you on your regular invoice date.

Click here for a sample 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 billing@xplornet.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 must update your online banking information as of October 13, and change the payee to Xplornet Communications Inc. You will also need to change your account ID number, which will appear on your first Xplornet invoice. Please do not send any online banking payments through to CCI after this date.

You will need the following information to make payments via online banking after October 13, 2021:

  • Payee: Xplornet Communications Inc.
  • Account ID Number (will appear on your first Xplornet invoice)

Can I continue to pay for or inquire about my services at the Brandon Netset Office?

No. However, Xplornet accepts all major credit cards, pre-authorized debit, cheque and online banking.

Will there be any changes to my billing period?

There will be no changes to your billing period or dates. However, you will receive your invoice the same day as your payment is processed.

For example:

If previously you received your invoice on the 5th of the month, Netset would process your payment on or around the 10th of the month.

Now, you will receive your invoice on the 10th, and we will process your payment for that invoice on the 10th of the month.

If you wish to change your payment date we can easily do that for you by emailing us at support@xplornet.com.

Other

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

Whether you have questions about your service or need technical support, our friendly bilingual Customer Care team is available 24/7 to help you at 1.866.841.6001.