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

On March 22, 2018, your Internet services will transition to Xplornet. 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 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 network that connects Canadians to what matters. Click here for more information on our services.

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

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.

SERVICES

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

Your current Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible.

Will there be any changes to my Internet Service?

There will be no changes to your internet service, everything will continue to run as normal.

Will I need to sign a contract?

There is no need for you to sign a new contract under your current service. Your current contract will be honoured. As we continue to innovate using 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.

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?

Your last invoice from Ondenet will be on March 2nd, Xplornet will start billing you on April 20th.

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 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

If you currently pay via online banking, you will be required to update your online banking information as of March 22, 2018. Please do not send any online banking payments through to Ondenet after this date.

You will need the following information to make payments via online banking after March 22, 2018:

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

For cheque payments after March 22, 2018, please note the new mailing address:

300 Lockhart Mill Road
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.

 

ONDENET EMAIL MIGRATION FAQ
Starting at 11pm EST on April 25, 2018, Xplornet will begin to securely move customers with @ondenet.com email addresses to our email service.

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

What does this mean for me?

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

  • A larger mailbox: Enjoy more flexibility with 10GB of storage
  • The ability to connect from anywhere using your mobile device via IMAP (recommended) or POP
  • Contacts and a calendar that can be synced to a mobile device
  • A new Webmail interface
  • The ability to change your own password and set your own forwarding (if desired)
  • 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
  • A reliable, stable and secure email service that Xplornet has been operating for about a decade

What will happen on the day of the email service upgrade?

  • Freeze Period: Any changes you make to your webmail data and settings (specifically your contacts, signature and black/white lists) on April 24th and 25th will not be reflected following the upgrade process. We recommend making any updates to this data and these settings prior to April 24th.
  • Maintenance Window: Between 11pm EST on April 25th and 7am EST on April 26th, your email service may be unavailable while we complete the upgrades.

After 7am EST on April 26th, 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. You will be able to use the new webmail interface to make changes to your webmail data and settings.

The new webmail login page is https://mail.xplornet.com/. Please continue to check your email as normal at https://mail.ondenet.com/webmail/ up to 11pm EST on April 25th, 2018.

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 @ondenet.com are being moved.

Will I need to change my password?

For most customers, you will not be required to change your password. There may be a few customer accounts where a password reset is required. If you are affected by this, 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.

Will I need to do anything after the upgrade?

Yes. If you use a third party email program, such as Microsoft Outlook, or a mobile device, you will need to make changes to your email client settings after the upgrade, specifically to the Username and Outgoing/SMTP Authentication. We recommend that you first back up (archive) your local mail data storage in case you need to retrieve it after reconfiguring your phone/desktop email client. Please use these settings after 11pm EST on April 25th (but not before):

  • Username: full email address (including the portion after the @ sign)
  • Incoming and Outgoing/SMTP Servers: mail.ondenet.com
  • Ports: Default
  • SSL: No
  • Outgoing/SMTP Authentication Required: YES

SSL Access Related Issues:

Server setting changes are required as part of this upgrade. If you wish to be reconfigured to access mail over SSL secured IMAP, POP and SMTP after the upgrade, you may need to remove and recreate your software client configuration in certain cases. Some email programs will delete the local mail data storage when recreating, resulting in the loss of all email content. Such cases have been known to arise with some Outlook and Apple Mail clients in particular, and when using TLS for authentication. Please see the next question before making these changes. The SSL settings can be found here.

What happens if I have trouble accessing my email through my email client or app after the upgrade?

If you need to remove and recreate your email software program configuration settings, you should back up (archive) your local mail data storage prior to making any changes to your email settings. Some email programs will delete the local mail data storage when recreating, resulting in the loss of all email content. As there are many different email programs available, Xplornet cannot provide all of the various steps required to back up the local mail data storage. Messages stored on the webmail server (which Xplornet fully supports) will not be affected.

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)
  • Contacts / Address Book
  • Signature
  • Blacklist and whitelist

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, you might not see your old messages in your Inbox folder any longer. This is because, for some mailboxes, we have moved those messages to a new folder called Old Inbox. Any new messages will still come to your main Inbox folder. If you are affected by this, 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, there will be a new webmail interface and link. You will be able to access your webmail at https://mail.xplornet.com/webmail, and learn more about the new webmail interface here.
Please continue to check your email as normal at https://mail.ondenet.com/webmail/ up to 11pm EST on April 25th, 2018.

Why am I missing emails?

After 7am EST on April 26th, 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, you might not see your old messages in your Inbox folder any longer. This is because, for some mailboxes, we have moved those messages to a new folder called Old Inbox. Any new messages will still come to your main Inbox folder. If you are affected by this, 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.

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

Xplornet does offer some email program walkthroughs 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.

OTHER

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

Xplornet offers 24/7 bilingual customer support across three call centres across Canada and is committed to providing the best customer experience.

Will there be any changes to my service currently provided by fixed wireless towers?

As part of this transition, there is no change to your service. We’ve designed the transition to be as seamless and easy for you as possible. In addition, Xplornet continues to make improvements to our network (including the rollout of LTE service) so that we can deliver more data, at faster speeds, to our valued customers in rural Quebec.

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 Ondenet to Xplornet