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Email Migration FAQs – Tera-Byte

If you are a user of a @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email address, we are making changes to your email services, as Tera-Byte customers were acquired by us, but not their email domains. As a new member of the Xplore family, we are switching over your @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email address to a new Xplore domained email address exclusively for you! Effective February 16, 2021 at 1:00 PM EST, access to your @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email account(s) will end.

Have no fear! All of your inbox messages, contacts and other data will be transferred over to your new Xplore email account. After your email address changes on February 16, 2021, we will forward any messages received on your @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email account to your new Xplore email address until February 16, 2022.

If you experience difficulties or have questions concerning the transition to your new Xplore email address, please get in touch with one of our expert Customer Support Representatives at support@xplore.ca or by phone at 1-866-841-6001.

Why we’re making this change.

Xplore did not acquire the @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca and @wildroseinternet.ca email domains when we acquired you as a customer. As a result we will be transitioning you to a new address within an Xplore email domain.

How do I access my old email account?

You can continue to access your @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email address as normal until it transitions to a new Xplore address on February 16, 2021.

What does this mean for you?

  • You may continue using your existing @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email address as normal until 1:00 PM EST on February 16, 2021. There is no action required on your part at this time.
  • We have reserved a new Xplore email address for you. You will be able to use your existing email password for your new Xplore email account.
  • Your webmail contacts and settings, along with any messages that are stored on the email server in your @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca mailbox as of February 16, 2021, will automatically move to your new Xplore mailbox.
  • You can start giving out your new Xplore email address now, if you choose. Any emails received on your new Xplore email account will automatically forward to your existing @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email address until this service moves to your Xplore.ca mailbox on February 16, 2021.
  • After your email service moves to your new Xplore account on February 16, 2021, we will forward any messages received on your old @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email accounts to your new Xplore email address, until February 16, 2022.

What will happen on the day of the email service transition?

  • At 1:00 PM EST on February 16, 2021, your old email account availability will end, and your new email account may be unavailable briefly while we complete the transition.

After 1:00 PM EST on February 16, you will be able to log in with your new Xplore email address and current password.

Will my email address change?

Yes. Your existing @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email address will be replaced with a new Xplore email address on February 16, 2021. Your new Xplore email address was sent to you at your current @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email address. If you did not receive your new Xplore email address, please email us at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001.

What email addresses are impacted?

Your email address(es) that end in @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca are impacted by this transition.

Will I need to change my email password or will I receive a new one?

No, your email password will not change. You can continue to use your current @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca email password with your new Xplore email address after the transition. If you need it reset, please contact us, or login to MyXplornet.

Will I need to do anything prior to or after the upgrade?

Yes.

If you use one of the following webmail login pages, please use https://mail.xplore.net/ instead (starting now):

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 February 16, 2021 at 1:00 PM EST. 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 @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca 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 @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca mailbox using POP) and weren’t on the email server for us to copy over. If you find messages in your email client for your @airsurfer.ca, @hotlinkwireless.com, @tbwifi.ca or @wildroseinternet.ca account that aren’t in your new Xplore account, and you wish to keep them in your new Xplore account, here’s what you can do:

Will I be able to log into webmail the same way I do today?

Yes; however, if you use one of the following webmail login pages, please use https://mail.xplore.net/ instead (starting now):

Will I lose any of the information from my webmail?

No.

POP3: Why are all my old email messages loading in again?

After February 16, 2021, you may see emails that were previously deleted loading again on your third party device. This is because your old email client may have connected via POP and left copies of your deleted email messages on the server. When you connect again via IMAP, these messages may re-appear. To remove them, you can close out of your third party email program and log into Xplore webmail for your new email address to delete the emails there first. Once deleted from the webmail server, these emails should not load into your third party device any longer.

I am paying for additional email addresses. Will there be a change in the cost?

No, there will be no change to the cost of additional email addresses.

Do you have any other questions about the email service transition?

We’re always here to help. Please email us at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001.

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