About Xplore Home Phone

How is Xplore Home Phone different from my landline phone service?

Xplore Home Phone is a phone service that works through your Xplore Internet connection, rather than working through standard landline telephone wires. We provide you with the Xplore Hub so you can connect your phone with your Xplore Internet connection. Although Xplore Home Phone works just like a traditional landline phone service, it’s better because you’ll get more features at a lower price.

Do I need a special type of phone to use the Xplore Home Phone service?

No, you don’t need anything special. Any regular phone will work. We recommend that you plug your cordless phone base station into the Xplore Hub that we provide to use phone handsets throughout the house.

Do I need a specific Xplore Internet plan to get Xplore Home Phone?

Xplore Home Phone works with most of our Internet plans. As long as you have an active Xplore connection on one of the available platforms, then any service plan will work.

Can I still make and receive calls if my power or Internet goes out?

Xplore Home Phone works with your Xplore Internet service and during an interruption to Internet service, your Xplore Home Phone will not be able to make or receive calls.

Does data usage from Xplore Home Phone count towards my Xplore Internet plan’s monthly data amount?

Yes, it does, though the amount of data used by Xplore Home Phone is very small. For an average Canadian household that spends about 400 minutes (or just over 3½ hours) on the phone per month, only about 250 MB – or 0.25 GB – of data would be used.

Will Xplore Home Phone work with my home security system?

We do not recommend Xplore Home Phone for use with a home security system that relies on a phone line to connect to a central monitoring service. We recommend that you use your Xplore Home Phone as your primary phone line in the house and maintain a basic landline phone service with the telephone company for the home security system, with no features or long-distance package to help keep monthly costs low.

Does Philips Lifeline work with Xplore Home Phone?

No, Philips indicates that Lifeline should not be used with VoIP services. We do not recommend Xplore Home Phone for use at a home that relies on the Lifeline service.

Can I choose a phone number from any city?

You can choose a phone number from any city or town across Canada where we offer numbers. For example, you can live in New Brunswick and choose a number from Alberta. So, Alberta would be your home province and your local calling area, even though you’re in New Brunswick!

Can I keep my current phone number?

In most cases, you can bring your existing phone number over to Xplore Home Phone. You can check if your number can be used with Xplore Home Phone using the simple lookup tool available on our website.

How long does it take to switch my current phone number to Xplore Home Phone?

The switch will take about 15 days to complete, depending on your current phone service provider. When you sign up for Xplore Home Phone, you’ll receive a temporary phone number that you can use right away to make and receive calls. When the transfer is complete, your current phone number will permanently replace the temporary one.

Can I bring my toll free (800, 866, 877) numbers to Xplore Home Phone?

No, Xplornet Home Phone is designed for residential phone use.

How is Xplore Home Phone 9-1-1 different from traditional 9-1-1 services?

There are important differences between traditional 9-1-1 services and VoIP phone emergency 9-1-1 services such as those offered as part of Xplore Home Phone. Please see this page for more information.

Will the Xplore Home Phone Hub work with Internet services from other providers?

Xplore Home Phone can only be activated when connected to your Xplore Internet service. Once the Xplore Home Phone is activated, it can be used with Internet services from other providers; however, we cannot guarantee the quality of the Home Phone service and are unable to provide technical support should you have any service issues. If the Internet service from the other provider is at a different physical location from your Xplore Internet service, please also update your 9-1-1 address.

How do I update my 9-1-1 address?

Please sign in to the My Xplore customer portal and click on the Manage Home Phone Features link.

Keeping your 9-1-1 address up to date is important because Xplore will use the address you have provided us in the event you need 9-1-1 services. So, we suggest you always keep your physical location up to date, especially if you move homes or bring your Xplore Hub to another address, such as a cottage. Please use your civic address, which contains a street name, number, direction (if applicable) and the city.

How do I find my civic address?

Please contact your local town hall or municipality directly for assistance.

How can I sign up for Xplore Home Phone?­

Just call us at 1-877-959-3335! If you are a new customer, an Xplore installer will set up both Xplore Internet and Home Phone services at the same time. If you are an existing Xplore Internet customer, we will send you a setup kit with the Xplore Hub and instructions.

Is there special pricing available for current Xplore customers?

We offer Xplore Home Phone exclusively to Xplore Internet customers, starting at just $21.99 per month.

What features are included with the Xplore Home Phone plan?

Xplore Home Phone comes fully loaded with popular features such as voicemail, call display, and call waiting – plus 10 more features at no additional charge! Click here for more details on all of the available features included.

What is a local calling area?

Xplore Home Phone customers can call any number in their home province at no additional charge, as if it were a local call. The home province is based on the area code of the Xplore Home Phone number that you have selected or been assigned for your service. For example, a number with a 506 area code has a home province of New Brunswick.

Are there any restrictions to the unlimited province-wide calling?

Home province calling is available for customers with an Xplore Home Phone number in any of the ten Canadian provinces, and excludes numbers from the Canadian territories. Xplore Home Phone includes no charge for calling to any number in the home province, but calls received from people using other telephone providers are charged the same way that regular phone calls are charged, regardless of whether those calls originate in the home province.

What long distance packages are available?

Our base plan already includes province-wide long distance and for $3 more, you can enjoy unlimited North American calling. Long distance minutes apply to calling to the Canadian provinces (excluding the Canadian territories) and to the continental United States (excluding Alaska and Hawaii); Mexico is not included.

A full list of the latest Canadian Territory and International rates can be found here.

How will I be invoiced for Xplore Home Phone?

Xplore Home Phone will appear conveniently on the same invoice as your Xplore Internet service.

Do I need to commit to a minimum term or contract to get Xplore Home Phone Service?

No, you’re not required to commit to a minimum term or contract for Xplore Home Phone service.

What is the $75 Hub Administration fee and why is it charged?

You may choose to self-install your Home Phone service. In the unlikely event that you do not install the modem and activate your Home Phone service within 30 days, a fee of $75 will be charged to your account to cover the cost of the equipment. If you decide not to activate your Home Phone service after receiving your equipment, you can ship your equipment back to Xplore (all components must be returned: Hub, cables, power cord, manual, easy set-up guide) up to 60 days after the initial order was placed and have the $75 equipment fee credited back to your account.

Where should I ship the Home Phone equipment?

The Hub and all components can be returned through courier or regular mail to:

Xplore Inc.
1925 Williams Parkway, Unit #2
Brampton, ON L6S 2M3
RE: Home Phone Return

What are my Home Phone installation options?

All brand new Xplore Internet and Home Phone customers will receive a professional installation from a certified installer. Customers who already have Xplore Internet service and add our Home Phone service can choose between a self-installation where the Hub is shipped directly to your residence or a professional certified installation. Should existing customers prefer a certified installer visit their home, there is a $100 charge to cover the cost of fuel, installation and hardware testing.

Click here to see our Xplore Home Phone activation guide. If you are installing your Xplore Home Phone service yourself, use your handy connection guide first. Please call us at 1-866-841-6001 to discuss any questions you have about your new service. We’re here to help!