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General

Who is Xplore?

Headquartered in Woodstock, New Brunswick, Xplore Inc. is Canada’s largest rural-focused broadband service provider. For more than 16 years, 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 to connect Canadians to what matters through its unique network, which now includes fibre optics, fixed wireless and satellite technologies. Click here for more information on our services.

Who do I contact with any issues or questions regarding my service?

Until June 15, 2022, please continue to contact Full Throttle at (204) 500-1131 if you have any issues or questions regarding your service.

After June 15, 2022, you can chat with agents at www.xplore.ca/contact-us/, email Xplore at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.

Services

Will my technical support change with Xplore?

Xplore has 4 Customer Care call centres across Canada with 24/7 support for all our customers. We offer a variety of support options like email, chat, self-serve and agent support. However, as there are so many variables involved that can affect the service our customers receive, such as (but not limited to) type of service, level of service package, condition of the computer, use of routers, time of day, number of other users online at the same time, and the type of Internet activity the customer is trying to pursue, we are unfortunately unable to troubleshoot these issues by email. We ask that you call our toll-free number at 1-866-841-6001 at any time, and a Customer Care Representative will be more than happy to work with you in an effort to address your issue.

Will there be any changes to my Internet plan and fee?

We have designed the transition to be as seamless and easy as possible. Your current Internet service features and monthly fee will not change when you transition to Xplore on June 15, and you will also have access to additional Xplore services.

Does this transition mean I am switching to satellite Internet?

No. Your fixed wireless home Internet service will stay the same.

Where can I find more details about policies on my Internet service?

To help you become familiar with the policies that apply to your service, we have placed this information in one convenient place. Click here to review policies such as the Terms of Use, Privacy Policy and Traffic Management Policy.

If my current plan includes unlimited data usage, will I continue to receive unlimited usage?

Yes, you will continue to have unlimited data usage. In fact, your service plan features will not change unless you want to make a change.

Will I need to sign a contract?

There is no need for you to sign a new contract to continue your Internet service. Over time, we may upgrade and replace older technology, in which case we may provide you with alternate Internet solutions where you may decide to accept a new contract.

Do I need to replace my equipment?

You can continue to use the same Internet service equipment that you currently have in your home or business. If you choose to switch your service, an equipment upgrade may be required.

Will I be able to upgrade my service with Xplore?

You will be able to upgrade to other Xplore services as they become available in your area. You can visit www.xplore.ca to see what services are currently available in your area.

Invoicing & Billing

Will my credit or owing balance transfer to Xplore?

Yes, your balance will seamlessly transfer to Xplore’s billing systems.

When will Xplore start to invoice me?

You will receive your last invoice from Full Throttle in June. Xplore will start directly billing you in July 2022.

If your account information includes an email address; you will start to receive your invoice by email in July. Otherwise, you will receive your invoice via regular mail.

Click here for a sample Xplore invoice.

Will my payment information transfer over? Do I need to update my method of payment?

If you are currently using pre-authorized credit card your information will be securely transferred to Xplore at the time of the migration to Xplore systems.

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:

  • Email to billing@xplore.ca
  • Fax to 1-866-510-2232
  • Mail to Xplore Inc., P.O. Box 9060, Woodstock, NB E7M 6B5

If you currently pay via online banking, you must update your online banking information as of June 15th, and change the payee to Xplore Inc. You will also need to change your account ID number, which will appear on your first Xplore invoice. Please do not send any online banking payments through to Full Throttle after this date.

You will need the following information to make payments via online banking after June 15th, 2022:

  • Payee: Xplore Inc.
  • Account ID Number (will appear on your first Xplore invoice)

Will there be any changes to my billing period?

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.

Other

Is there anything else I should know about the transition?

As one of the largest Internet service providers in Canada, Xplore must comply with the Internet Code of Conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC). The Code includes direction on transparency, clarity in advertising, as well as standards on how we should communicate with our customers. As part of our compliance obligations, we require that you accept our Terms of Use. We will send you an email fully explaining the details shortly after the transition to Xplore. In the meantime, feel free to review our Terms of Use here.

What can I expect in regards to customer service and support after the transition to Xplore?

Xplore is committed to providing superior customer support and service. That’s why we offer 24/7 customer support from three call centers across Canada.

Do you have any other questions?

We’re always here to help. You can chat with agents at www.xplore.ca/contact-us/, email Xplore at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001 and we will be happy to help.