Temporary Suspension Program

The Temporary Suspenion Program gives a customer the option to suspend their services for any reason, up to a maximum of 6 months. It is primarily used by seasonal customers who use their services for only a portion of a calendar year.

• Account must be up to date in payments.

• Total number of combined days that the account is suspended cannot exceed 182 days in a rolling 12-month period.

• Be on an Xplore service or qualified platform.

• A Temporary Service Suspension can be set up using self-serve by logging in to MyXplore, chat, or contacting Customer Service by email at [email protected] or calling 1-866-841-6001.

• A customer can take advantage of the temporary suspension program every rolling 12 month period up to a maximum of 6 months.

  • All Value Added Services except for Xplore Email will be suspended at this time.

  • When Home Phone is suspended, 911 service is not operational.

• There is no minimum suspension time required.

• The 6 month suspension period does not have to be consecutive. For instance, a customer can suspend their services for a 4 month period and within that 12 month cycle they can re-suspend for another 2 months.

• Services will automatically be unsuspended on the chosen unsuspend date.

• The dates of the suspension period can be changed or cancelled as long as the request is made 24 hours before a date occurs.

• While suspended, a monthly hardware rental and/or seasonal charge may apply to applicable services.

• Once a Temporary Service Suspension is set up, an email confirmation is sent to the email address on file confirming policies, applicable fees and dates. If any changes are made to the dates of the Temporary Suspension, another email is sent confirming changes made.

• While a Temporary Service Suspension is in place, only Xplore websites are accessible – Xplore.ca, MyXplore and Xplore Webmail. The following page will display when attempting to access non-Xplore websites.