On January 31, 2018, Xplore Communications Inc. purchased the fixed wireless Internet access assets of Cable Cable, and welcomed Cable Cable’s fixed wireless business to the Xplore family! Following the closing of this purchase, Cable Cable provided various transition services until such time as these customers transitioned to the Xplore network.
We are pleased to inform you that on April 24, 2018, your Internet services transitioned to the fast and reliable Xplore network. We want to thank you for your patience during the changeover period and that you continue to enjoy fast, reliable, high-speed Internet. Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect from this transition. Our goal as your new Internet service provider is to keep you connected to what matters most. If you have any questions that are not resolved through the below FAQs, please reach out to us at 1-866-841-6001 or send an email to our support team at support@xplore.ca and together we can solve your queries.
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Headquartered in Woodstock, New Brunswick, Xplore Communications Inc. is one of Canada’s leading broadband service providers. For over a decade, Xplore has been providing innovative broadband solutions to rural customers at work, home and play across Canada. Today, Xplore offers voice and data communication services through its unique wireless and satellite platforms that connect Canadians to what matters. Click here for more information on our services.
Your Internet service will transition to the Xplore network on April 24, 2018.
Up until April 24th, please continue to contact Cable Cable at 1-866-887-6434 or hello@cablecable.net if you have any issues or questions regarding your service. After April 24th, you can email Xplore at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.
Your current Internet plan and fee will not change. We’ve designed the transition to be as seamless and easy for you as possible.
The Xplore network will be providing you with your Internet access services following April 24th.
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.
As part of this transition, there is no change to your service, the plan you subscribe to (speed and data) and the monthly fee you pay today.
There is no need for you to sign a new contract under your current service. As we continue to innovate using the latest technology, we may upgrade and replace older technology, in which case we may provide you with alternate Internet solutions that may require you to sign a contract.
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.
You will be able to upgrade to other Xplore services as they become available in your area.
Yes, your balance will seamlessly transfer to Xplore’s billing systems.
Your last invoice from Cable Cable will depend on when you typically receive your invoice.
Click here for a sample of an Xplore invoice.
If you currently use the pre-authorized credit option, you can call Xplore Customer Care at 1-866-841-6001 and we can update your account with your credit card information.
If you currently use the pre-authorized debit option, we will need your up-to-date payment information. Please complete the Xplore Pre-authorized Debit Form
Please return your form to Xplore by one of the following ways:
If you currently pay via online banking, you will be required to update your online banking information as of April 24, 2018. Please do not send any online banking payments through to Cable Cable after this date.
You will need the following information to make payments via online banking after April 24th, 2018:
For cheque payments after April 24, 2018, please note the new mailing address:
300 Lockhart Mill Road
P.O. Box 9060
Woodstock, NB
E7M 6B5
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.
If you wish to change your payment day we can easily do that for you by simply emailing us at support@xplore.ca. If you are on a prepaid plan, your account will be transitioned to monthly billing once your prepaid amount is used up.
Once we have transitioned your services over to the Xplore systems, the Xplore service fees and policies for items will be in effect.
If you have an @i-zoom.net email address provided by Cable Cable, we will be making a change to your email service. Effective Tuesday, September 18, 2018 at 11:00 PM EST, the access to your @i-zoom.net email account(s) will be ending.
But don’t worry! We have a process in place for the transfer of your current email service to Xplore’s email service. This process will ensure you are able continue to send and receive email messages with no interruptions, and you won’t lose any stored messages. In addition, after your email service has been moved to Xplore on September 18, 2018, Cable Cable Inc. will forward any content received on your @i-zoom.net email account to your new Xplore email address for 1 year.
Our Xplore Customer Care team will be available to support you during this period to ensure the transition is a simple and seamless process.
Cable Cable owns the @i-zoom.net email domain and server, and they will retain it for their own use after September 18, 2018. As a result we will be transitioning you to Xplore’s email domain and server.
You can continue to access your @i-zoom.net email address through the Cable Cable webmail login page until it is transitioned to Xplore on September 18, 2018.
Xplore’s email service will provide you with many great features, including:
After 7am ET on September 19th, 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 appear in your new mailbox. You will be able to use the new webmail interface to make changes to your webmail data and settings. This new webmail login page is here. Please continue to check your email
Yes. Your existing @i-zoom.net email address will be replaced with a new Xplore email address on September 18, 2018. Your new Xplore email address was sent to you at your current @i-zoom.net email address. If you did not receive your Xplore email address, please email us at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001.
Your email address(es) that end in @i-zoom.net are impacted by this transition.
No, your email password will not change. You can continue to use your current @i-zoom.net email password with your new Xplore email address after the transition. If you need it reset, please contact us.
Yes.
If you use webmail in a browser, you will need to use the Xplore webmail interface and link for your new email address after September 18th. You will be able to access your webmail here, and learn more about the new webmail interface here.
If you use a third party email program or app on your computer, tablet or phone , such as Outlook, Thunderbird or the default Mail app, then you will need to setup your new Xplore email address using IMAP (POP is not recommended) after September 18th 2018. Email set-up guides for many popular email clients can be found here, as well as a link to the server settings if your email client is not listed there. You will then use this new Xplore email address for sending and receiving, as you will no longer have access to your @i-zoom.net email account at that point.
You will also want to check to ensure that all your desired messages were moved to your new Xplore account. Some messages may be stored in your email client only (especially if it connects to your @i-zoom.net mailbox using POP) and weren’t on the Cable Cable email server for us to copy over. If you find messages in your email client for your @i-zoom.net account that aren’t in your new Xplore account, and you wish to keep them in your Xplore account, here’s what you can do:
No, there will be a new webmail interface and link. You will be able to access your webmail here, and learn more about the new webmail interface here. Please continue to check your Cable Cable mail as normal here up until September 18, 2018.
The following features and webmail items will be saved and transferred to your new Xplore email account:
After September 18th 2018, if you are seeing some or all of your old email messages that you had previously deleted loading in again, it is because they were present on the Cable Cable email/webmail server. It is possible that your email client connected via POP and was set to leave a copy on the server. We recommend allowing time for these emails to load, or alternatively, you can close out of your third party email program and log into your new webmail service to delete the emails there first. Once deleted from the webmail server, they should not load into your third party device any longer.
No, there will be no change to the cost of additional email addresses.
We’re always here to help. Please email us at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001.
Xplore offers 24/7 bilingual customer support across three call centers across Canada and is committed to providing superior customer support and service.
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, Xplore 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 Ontario.
We’re always here to help. Please email us at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001.