What you’ll find here

On August 18, 2020, customers of Silo Wireless will become customers of Xplornet. As we complete this transition, Xplornet is delighted to be working closely with Silo to support existing rural wireless customers. As our newest valued customer, we want to take the time to welcome you to the Xplornet community and hope that you are thrilled with our industry-leading broadband services. Our goal is to connect you to what matters most with fast and reliable high-speed Internet.

Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect throughout this transition. Thank you for your patience during this transition period. We value your questions and concerns to make the conversion to our services seamless. Please feel free to contact our customer service experts at 1-866-841-6001 or support@xplornet.com for additional help.

Searching for a specific question? 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 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 18, 2020, please continue to contact Silo at 1-866-727-4138 if you have any issues or questions regarding your service.

After August 18, 2020, you can email Xplornet at support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.

Services

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 18.

Will there be any changes to my Internet Services?

There will be no changes to your internet service during the transition on August 18.

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?

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 Use, Privacy Policy and Traffic Management Policy.

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

During the transition on August 18, 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?

You will receive your last invoice from Silo on August 15. Xplornet will start directly billing you in September.

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 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 will be required to update your online banking information as of August 18. Please do not send any online banking payments through to Silo 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 18th, please note the new mailing address:

300 Lockhart Mill Road P.O. Box 9060 Woodstock, NB E7M 6B5

If you are currently paying in person at Silo’s Brantford office, please contact Xplornet Customer Care to update your payment method.

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 support@xplornet.com. 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.

Other

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 support@xplornet.com or call us anytime, 24/7 at 1-866-841-6001.

 

Email Migration

Starting on September 22, 2020, Xplornet will be upgrading Silo email accounts with @silomail.com email addresses to our email service.

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

  • A reliable, stable and secure email service that Xplornet has been operating for over a decade
  • A larger mailbox: enjoy more flexibility with 10GB of storage
  • Contacts and a calendar that can be synced to a mobile device (iOS and Android)
  • A new Webmail interface with email Password Recovery options
  • Cloud storage for files: A simple way to manage your files and have access to them anywhere. You can even share your files stored in webmail via links.
  • RSS feed: Keep up-to-date on topics that interest you with a Really Simple Syndication (RSS) feed right in your Webmail

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

Will my email address change?

No, your email address will remain the same.

What email addresses are being moved?

All email addresses that end with @silomail.com are being moved.

Will I need to change my password?

Most customers will continue to use your existing email password. If a password reset is required, you will be notified in advance of the upgrade what is required.

I can’t remember my email password.

After the update, please contact Xplornet at 1-866-841-6001.

How will the upgrade and transition work?

Between 10pm EDT on September 22 and 7am EDT on September 23, 2020, your email service may be unavailable while we complete the upgrades. After 7am EDT on September 23, 2020, you will be able to login and view any emails that were delivered during the maintenance window. Previously viewed messages and other saved emails or folders will not be lost; however, they may take up to 72 hours to reappear in your mailbox. You will be able to use the new login page to make changes to your webmail data and settings. This new webmail login page is here. Please continue to check your email as normal until 10pm EDT on September 22, 2020.

Please note: Any changes you make to your webmail data and settings (specifically Address Book Contacts, Signature, From Blacklist and From Whitelist, Forwarding, Vacation Message/Auto Responder and Calendar Events) on September 21 and 22, 2020 will not be reflected following the upgrade process. We recommend making any updates to this data and settings either prior to September 21 or after September 22, 2020 (in the new webmail interface).

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

Prior to the upgrade, if your email client or app server settings do not reflect the following, you should update them before September 22, 2020 in order for your email program to continue to work after the upgrade:

RECOMMENDED

  • Incoming server: mail.silomail.com
    • IMAP: port 993 (SSL/TLS enabled)
    • POP: port 995 (SSL/TLS enabled)
  • Outgoing SMTP server: mail.silomail.com, port 587 (TLS/STARTTLS enabled)
  • Username: full email address
  • Outgoing server requires authentication: Yes

Also valid for POP connections but NOT recommended

  • Incoming POP server: pop3.silomail.com, port 110 (SSL/TLS disabled)
  • Outgoing SMTP server: pop3.silomail.com, port 587 (TLS/STARTTLS enabled)
  • Username: full email address
  • Outgoing server requires authentication: Yes

Even though the existing Silo webmail link will automatically redirect to the Xplornet webmail login page after the upgrade, you should update your webmail bookmark/favorite to https://mail.xplornet.com/ after the upgrade.

Will I lose any of the information from my webmail?

The following features and webmail items will be saved and transferred to your new email service with Xplornet:

  • Mailbox content (messages and folders)
  • Address Book Contacts
  • Signature
  • From Blacklist and From Whitelist
  • Forwarding address(es) and setting
  • Vacation Message/Auto Responder
  • Calendar Events

The following features and webmail items will not be transferred to your new email service.

  • Mail Filters
  • Subject Blacklist

Some features and webmail items may not be transferred to our new email service. If you do not see a feature listed above, it may not be transferred over.  Some folders may be arranged slightly differently than before, but all of the folders can still be found in your new webmail.

If you use webmail or IMAP, you will not see your old messages in your Inbox folder any longer. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox folder. You can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.

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

No.  Even though the existing Silo webmail link will automatically redirect to the Xplornet webmail login page after the upgrade, the Xplornet webmail interface is different from Silo’s.  You can learn more about the new webmail interface here. If you use a bookmark or favourite to access your webmail, you should update it to https://mail.xplornet.com/ after 10pm EDT on September 22, 2020. Please continue to check your mail as normal at https://mail.silomail.com/ up to 10pm EDT on September 22, 2020.

What happens if I have trouble accessing my email via POP after the upgrade?

If you use POP to connect and need to remove and recreate your software client configuration settings, you should back up (archive) your local mail store prior to making any settings changes. Some third party programs will delete the local mail store when recreating, resulting in loss of all email content. As there are many different third party devices available, Xplornet cannot be responsible for providing the various steps required to back up an email service. Messages stored on the webmail server (which Xplornet supports) will not be affected.

Why am I missing emails?

After 7am EDT on September 23, 2020, you will be able to log in and view any emails that were delivered during the maintenance window. Previously viewed messages and other saved emails or folders will not be lost; however, they may take up to 72 hours to reappear in your mailbox.
If you use webmail or IMAP, you will not see your old messages in your Inbox folder any longer. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox folder. You can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.
If you are unable to locate the email messages in any of your folders in Webmail after the 72 hour window, please contact Xplornet at 1-866-841-6001 or support@xplornet.com.

Why are some of the emails I deleted showing up again?

As part of this upgrade, we are moving all of your emails from your old server to your new server. There is a chance that during this move that some old messages show up in your new mailbox. Simply delete them again.

I use email aliases with my current mailbox. Will there be changes to the way I use my alias email addresses?

Yes. In the case where you have an alias, we have set up a separate mailbox for each email address and forwarded the emails to your main email account. We have set up your alias mailboxes with the same password as your main email account. If you have any trouble with how your alias email is being forwarded, simply log into the webmail program and update the forwarding email address.

Where do I find the settings and instructions to setup my email account in an email client or mobile device?

A number of email program walkthroughs are available here.

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.

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.