What you’ll find here
On August 18, 2020, customers of Silo Wireless will become customers of Xplore. As we complete this transition, Xplore is delighted to be working closely with Silo to support existing rural wireless customers. As our newest valued customer, we want to take the time to welcome you to the Xplore community and hope that you are thrilled with our industry-leading broadband services. Our goal is to connect you to what matters most with fast and reliable high-speed Internet.
Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect throughout this transition. Thank you for your patience during this transition period. We value your questions and concerns to make the conversion to our services seamless. Please feel free to contact our customer service experts at 1-866-841-6001 or support@xplore.ca for additional help.
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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.
Until August 18, 2020, please continue to contact Silo at 1-866-727-4138 if you have any issues or questions regarding your service.
After August 18, 2020, 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.
We’ve designed the transition to be as seamless and easy for you as possible. Your current Internet plan and fee will not change during the transition on August 18.
There will be no changes to your internet service during the transition on August 18.
No. The transition to Xplore will provide even more access to additional Fixed Wireless products including a larger selection of LTE and unlimited plans and packages to meet your growing needs.
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 Use, Privacy Policy and Traffic Management Policy.
During the transition on August 18, there will be no change to your service, the speed and data plan you subscribe to, or the monthly fee you pay today.
There is no need for you to sign a new contract to continue your current service. Over time, 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.
You will receive your last invoice from Silo on August 15. Xplore will start directly billing you in September.
Click here for a sample of an Xplore invoice.
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:
If you currently pay via online banking, you will be required to update your online banking information as of August 18. Please do not send any online banking payments through to Silo after this date.
You will need the following information to make payments via online banking after August 18, 2020:
For cheque payments after, August 18th, please note the new mailing address:
300 Lockhart Mill Road P.O. Box 9060 Woodstock, NB E7M 6B5
If you are currently paying in person at Silo’s Brantford office, please contact Xplore Customer Care to update your payment method.
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.
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.
We’re always here to help. Please email us at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001.
Starting on September 22, 2020, Xplore will be upgrading Silo email accounts with @silomail.com email addresses to our email service.
Xplore’s email service will provide you with many great features, including:
Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect during this transition.
No, your email address will remain the same.
All email addresses that end with @silomail.com are being moved.
Most customers will continue to use your existing email password. If a password reset is required, you will be notified in advance of the upgrade what is required.
After the update, please contact Xplore at 1-866-841-6001.
Between 10pm EDT on September 22 and 7am EDT on September 23, 2020, your email service may be unavailable while we complete the upgrades. After 7am EDT on September 23, 2020, you will be able to login 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 reappear in your mailbox. You will be able to use the new login page to make changes to your webmail data and settings. This new webmail login page is here. Please continue to check your email as normal until 10pm EDT on September 22, 2020.
Please note: Any changes you make to your webmail data and settings (specifically Address Book Contacts, Signature, From Blacklist and From Whitelist, Forwarding, Vacation Message/Auto Responder and Calendar Events) on September 21 and 22, 2020 will not be reflected following the upgrade process. We recommend making any updates to this data and settings either prior to September 21 or after September 22, 2020 (in the new webmail interface).
Prior to the upgrade, if your email client or app server settings do not reflect the following, you should update them before September 22, 2020 in order for your email program to continue to work after the upgrade:
RECOMMENDED
Also valid for POP connections but NOT recommended
Even though the existing Silo webmail link will automatically redirect to the Xplore webmail login page after the upgrade, you should update your webmail bookmark/favorite to https://mail.xplore.net/ after the upgrade.
The following features and webmail items will be saved and transferred to your new email service with Xplore:
The following features and webmail items will not be transferred to your new email service.
Some features and webmail items may not be transferred to our new email service. If you do not see a feature listed above, it may not be transferred over. Some folders may be arranged slightly differently than before, but all of the folders can still be found in your new webmail.
If you use webmail or IMAP, you will not see your old messages in your Inbox folder any longer. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox folder. You can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.
No. Even though the existing Silo webmail link will automatically redirect to the Xplore webmail login page after the upgrade, the Xplore webmail interface is different from Silo’s. You can learn more about the new webmail interface here. If you use a bookmark or favourite to access your webmail, you should update it to https://mail.xplore.net/ after 10pm EDT on September 22, 2020. Please continue to check your mail as normal at https://mail.silomail.com/ up to 10pm EDT on September 22, 2020.
If you use POP to connect and need to remove and recreate your software client configuration settings, you should back up (archive) your local mail store prior to making any settings changes. Some third party programs will delete the local mail store when recreating, resulting in loss of all email content. As there are many different third party devices available, Xplore cannot be responsible for providing the various steps required to back up an email service. Messages stored on the webmail server (which Xplore supports) will not be affected.
After 7am EDT on September 23, 2020, 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 reappear in your mailbox.
If you use webmail or IMAP, you will not see your old messages in your Inbox folder any longer. This is because we have moved those messages to a new folder called Inbox_Old. Any new messages will still come to your main Inbox folder. You can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.
If you are unable to locate the email messages in any of your folders in Webmail after the 72 hour window, please contact Xplore at 1-866-841-6001 or support@xplore.ca.
As part of this upgrade, we are moving all of your emails from your old server to your new server. There is a chance that during this move that some old messages show up in your new mailbox. Simply delete them again.
Yes. In the case where you have an alias, we have set up a separate mailbox for each email address and forwarded the emails to your main email account. We have set up your alias mailboxes with the same password as your main email account. If you have any trouble with how your alias email is being forwarded, simply log into the webmail program and update the forwarding email address.
A number of email program walkthroughs are available here.
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.