Thank you for accessing the Frequently Asked Questions for Platinum hosted domain, email and web hosting migration! Please review the following FAQS to learn what this migration may mean to you. While we have worked very diligently to ensure that the transition is seamless, there are some things that may require your attention.
- Can I upgrade/downgrade my package? Are new packages available?
Yes! After the upgrade completes on January 31st, you are able to make changes to your package. Please contact 1-866-841-6001 or email@example.com after January 31st to discuss what other packages and features we now have available.
- What features will be available?
Depending on which package you have subscribed to, you may see different features, like
- 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.
- 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 firstname.lastname@example.org from an authorized email account on file.
- Who do I contact if I have any issues?
Please contact email@example.com or call our Customer Care team at 1-866-841-6001, after the maintenance period from 9pm MST January 31st, 2017 to 5am MST February 1st.
- Will there be a period of time where I won’t be able to access my email?
To implement the upgrade, we will require a maintenance window from approximately 9 pm MST on January 31st to 5:00 am MST on February 1st. during which time your email may be inaccessible.
If you access your email through the webmail service, during the period between 12am MST January 27th to January 31st at 9pm MST you will be able to send and receive emails, but all other changes you make, such as adjustments to your contacts in your address book or mail forwarding – will not be saved.
- What Domain changes are required?
Xplornet has reached out to your Domain Administrator with instructions on changes required to the DNS settings of the domain. These updates will be required on or after 9pm MST January 31st, in order to allow you access to your hosted email service. We recommend reaching out to your Domain Administrator to ensure these DNS changes will occur as soon as possible after 9pm MST.
- Will I be required 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.
- Will I need to change any settings in my email client on my phone, tablet or computer?
Yes! If you use any third party email on your desktop, laptop or mobile device to access your email account, you will need to adjust some of your settings before or after the upgrade.
If you use POP3 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 email programs 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.
You can access the new server settings here.
- I use email aliases with my current mailbox. Will there be changes to the way I use my alias email addresses?
Yes. Aliases within the same email domain will continue to work as normal. Aliases that are in different domain will be set up as separate mailboxes as we do not support Aliases across domains. In the case where you have a cross domain Alias, we have set up a separate mailbox for each email address and forwarded the emails to your main email account. If you have any trouble with how your cross-alias email is being forwarded, simply log into the webmail program and update the forwarding email address.
- I am unable to log in to webmail.
If you use a bookmark to access your webmail, please update the bookmark 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).
Some folders may be arranged differently than before, but all of the folders can still be found in your new webmail.
- I can’t remember my email password.
If you need help with this, please contact your Domain Administrator.
Domain & Web Hosting Services
- What dates do I need to be aware of?
Any changes made to your website and/or FTP server between January 24th and January 31st 2017 will not be saved as part of the upgrade. On January 31st, if you are the Domain Admin, you can sign in and make any necessary changes through your new Xplornet Control Panel. As a Domain Administrator, you will have received additional information and login details.
- Do you have any tutorials to help me build my site?
Yes, there are multiple support wikis available within your Control Panel, found under each application in the Support section. As Xplornet is not responsible for the maintenance of your hosted site, you will find these easy to follow support documents very helpful in walking you through the tools available to you.
- Why does my website look different in different browsers?
Some browsers can translate your design differently with regards to spacing and sizing. Our best recommendation is to test your site in multiple browsers to find an acceptable layout.
- I did not register my domain with Xplornet, and my name server doesn’t appear to be working.
You will need to change your name servers. Platinum’s name servers were ns1.platinumcommunications.net and ns2.platinumcommunications.net. Try using ns1.meganameservers.com or ns2.meganameservers.com as your name server, as these are what Xplornet uses today. You may need to contact your Domain Registrar on or after January 31st, 2017 for assistance with making this change.
You can access the new server settings here.
- How do I use the new Control Panel? Are there support documents to help me?
The new Control Panel is very user friendly, and 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 wiki that will house all of the support information required.