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

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.

When will my services move to Xplornet?

Your Internet service will transition to Xplornet on June 28, 2017.

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

While the team at SKY Velocity will continue to provide technical support for your service until June 28, 2017, you can contact us if you have any questions about this transition. 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. Your upload and download speeds and your monthly service fee will all remain the same.

Will all of my Internet services switch to Xplornet?

Xplornet will become your new Internet service provider for your current Internet access services.

Will my email address change?

Your email address will remain the same. We will be upgrading you to Xplornet’s robust email service on September 12, 2017 – please see the details in the Email or Hosting sections below. Your email address will remain the same following this upgrade.

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, Privacy Policy and Traffic Management Policy.

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

As part of this transition, there is no change to your service, including your package’s usage allotment. Your current Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible.

In the future, Xplornet may introduce new packages but it will be your option to choose a new plan or to stay on your current plan.

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?

You will receive your first invoice from Xplornet beginning July 1, 2017. 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. Please note that a pre-authorization in the amount of $1 is required to validate your credit card. The pre-authorization is not a charge, and the amount will typically be released by your credit card issuer within 3-5 business days.

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 June 28, 2017. Please do not send any online banking payments through to SKY Velocity after this date.

You will need the following information to make payments via online banking after June 28, 2017:

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

For cheque payments after June 28, 2017, 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.

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.

EMAIL

Starting at 9pm MST on September 12, 2017, Xplornet will begin to securely move customers with @skyvelocity.ca email addresses to our email service.

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

What does this mean for me?

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

  • A large 10 GB mailbox
  • A new Webmail interface
  • Contacts and a calendar that can be synced to a mobile device
  • 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

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, forward settings and password) on September 11th and 12th will not be reflected following the upgrade process. We recommend making any updates to this data and these settings prior to September 11th.
  • Maintenance Window: Between 9pm MST on September 12th and 5am MST on September 13th, your email service may be unavailable while we complete the upgrades.

After 5am MST on September 13th, 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.skyvelocity.ca:2096/ up to 9pm MST on September 12th, 2017.

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 @skyvelocity.ca 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 prior to or after the upgrade?

Right now, you will not need to change your client/device configurations.  That being said, should any configuration changes be required during or after the transition, we recommend that you first archive/backup and export your email in case you need to retrieve it after reconfiguring your phone/desktop email client.

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
  • Mail Forwarding Address and settings
  • 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 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. 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, and learn more about the new webmail interface here.

Please continue to check your email as normal at https://mail.skyvelocity.ca:2096/ up to 9pm MST on September 12th, 2017.

Why am I missing emails?

After 5am MST on September 13th, 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. 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 some old emails may come back into your mailbox during this move. You’ll need to delete them again.

Are there any changes to SSL access?

Server setting changes are not 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. Such cases have been known to arise with Apple Mail clients in particular, and when using TLS for authentication.  Please see the next question before making these changes.

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.

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.

HOSTING

What domain features are available after this migration?

Depending on the package you have subscribed to, you may see different features, such as:

  • The EasySite Wizard
  • Photo Albums
  • Social streams
  • Announcer Pro
  • Easy Store Maker

Domain emails are included with our hosting packages (10 or more, depending on the package), and include anti-spam/virus and webmail. Some of the plans include file management, as well as modern supported software. In addition, some plans offer access to open source applications such as WordPress or Joomla.

Can I upgrade or downgrade my hosting package? Are new packages available?

Yes! After the upgrade is complete, you are able to make changes to your hosting package. Please contact 1-866-841-6001 or hosting@corp.xplornet.com following the upgrade to discuss what other packages and features we now have available.

I am no longer in need of this domain or hosted service / email. How do I cancel?

The account holder must contact us at 1-866-841-6001 or email us at hosting@corp.xplornet.com from an authorized email account on file.

Who do I contact if I have any issues?

Please contact hosting@corp.xplornet.com or call our Customer Care team at 1-866-841-6001.

Hosted Email

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

  • Freeze Period: Any changes you make to your webmail data and settings (specifically your contacts, forward settings, signature and password) between September 8th and 12th will not be reflected following the upgrade process. We recommend making any updates to this data and these settings prior to September 8th.
  • Maintenance Window: Between 9pm MST on September 12th and 5am MST on September 13th, your email service may be unavailable while we complete the upgrades.

After 5am MST on September 13th, 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://email.xplornet.com or http://webmail.domain.tld (where domain.tld is the domain portion of your email address after the @ sign).  Please continue to check your email as normal at https://mail.skyvelocity.ca:2096/ up to 9pm MST on September 12th, 2017.

Will my email address change?

No, your email address will remain the same.

Will I need to do anything before or after the upgrade? Will I need to change any settings in my email client on my phone, tablet or computer?

Yes! If you use an email client/app on your computer or mobile device to access your email account (instead of webmail through a browser), you will need to adjust some of your settings. Specifically, the incoming and outgoing/SMTP servers will need to be changed either before or after the upgrade.

These are the new server settings to use (where domain.tld is the domain portion of your email address after the @ sign):

  • Incoming server (IMAP): mail.domain.tld
    • Port: 143
    • Requires SSL: No
  • Incoming server (POP): pop.domain.tld
    • Port: 110
    • Requires SSL: No
  • Outgoing server (SMTP): smtp.domain.tld
    • Port: 25 or 587
    • Requires SSL: No

If you need to remove and recreate your email software program configuration settings in order to make these changes, 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.

You can also access the new server settings here (and scroll to the bottom of the page). These setting updates are required in order for the email client on your phone, tablet or computer to continue working after the migration of your mailbox occurs on September 12th.

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
  • Mail Forwarding Address and settings

Please note that these items may take up to 72 hours to reappear in your mailbox. 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 after the upgrade. 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. 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.  If you use a bookmark or favourite to access your webmail through a browser, please update the bookmark or favourite after September 12, 2017 with the new link to the login page. You can login at: https://email.xplornet.com or http://webmail.domain.tld (where domain.tld is the domain portion of your email address after the @ sign).

Please continue to check your email as normal at https://mail.skyvelocity.ca:2096/ up to 9pm MST on September 12th, 2017.

I can’t send/receive messages with my email client software/app. What do I do?

Ensure that you have made the necessary changes to all settings in your email client (see above). If that still didn’t help, please contact 1-866-841-6001 or hosting@corp.xplornet.com.

I received a message stating I am over my limit, or are unable to send.

Please check the storage for your mailbox as it could be over the 1GB limit (your limit may be higher, depending on the hosting package you have). You can review the folders for how much each uses within webmail. Ensure your trash and junk mail folders are emptied regularly.

It is possible the email you are sending is too large or that you have exceeded the 50 emails per minute allowance.

Why am I missing emails?

After 5am MST on September 13th, 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. 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 hosting@corp.xplornet.com.

Are there any domain changes required for my email to work after the upgrade?

No. Xplornet will be handling the required Domain Name System (DNS) changes in order to allow you access to your hosted email service after the upgrade.

Am I able to change the language of my webmail?

Yes! Follow the steps below:

  1. Once logged into your Webmail, click on ‘Preferences’, located down the left side (gear icon)
  2. Under ‘General’, go to ‘Preferred language’ and select your preferred language.
  3. Click ‘Save’ in the top right corner.

Why am I receiving spam?

It’s possible that the spam filter is not turned on. To fix this issue, please follow the steps below:

  1. Once logged into your Webmail, click on ‘Preferences’, located down the left side (gear icon).
  2. Select ‘Spam’ under ‘Preferences’
  3. Ensure that ‘Enable spam filter’ is checked
  4. Modify the ‘Filter strength’ and ‘Filter outcome’ to your preferences and click ‘Save’

What SPAM settings do you recommend?

We recommend using ‘Standard’ for the ‘Filter strength’ and ‘Quarantine’ for the ‘Filter outcome’; however you can modify them at any time by repeating the steps mentioned above.

How do I whitelist/blacklist?

Follow the below steps:

  1. Once logged into your Webmail, click on ‘Preferences’, located down the left side (gear icon).
  2. Select ‘Spam’ under ‘Preferences’
  3. There are two lists located on the bottom, ‘Trusted Senders’ and ‘Blocked Senders’
  4. Simply enter an email address or domain name in either list, and click the plus sign (+).
  5. Click ‘Save’ in the top right corner.

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, or you may find this third party online program emulator helpful: http://24hourwebhostingsupport.com/email/.

What can I do if I forget my password?

After the update, it can be reset within your domain’s new Control Panel. If you need help with this, please contact your Domain Administrator.

Hosted Domain

What dates do I need to be aware of?

The migration will begin at 9 PM MST on September 12th.  If you are the Domain Admin, you can sign in after September 13th at 5 am MST and make any necessary changes through your new Xplornet Control Panel. Your Domain Administrator will receive additional information and login details closer to the upgrade.

How do I use the new Control Panel? Are there support documents to help me?

The new Control Panel will launch you into a tutorial as soon as you sign in for the first time. You can access this tutorial anytime by mousing over the support icon and clicking on ‘Take a Tour’. Under each individual application, you will see there is a ‘Support’ option listed. Clicking here will bring to you a series of articles that will contain all of the support information required.

How can I change the language of my Control Panel?

Follow the steps below:

  1. Go to top right hand side and click on the drop down under ‘My Account’.
  2. Click on ‘General’.

Select the language of your choice.

Do you have any other questions?

We’re always here to help. Please email us at hosting@corp.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 Saskatchewan.

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 SKY Velocity to Xplornet