Information for former Davinci Broadband customers

Who is Xplornet?

Headquartered in Woodstock, New Brunswick, Xplornet Communications Inc. is Canada’s leading rural broadband service provider. We believe everyone should have access to the transformative benefits of broadband, so we make our service available everywhere in Canada, including the hard-to-reach places. Our customers live in the farthest reaches of the country and just outside of major urban centres, and through our coast-to-coast network of local dealers we connect them to all that the Internet offers. Click here for more information on our services.

Will I need to sign a contract?

There is no need for you to sign a new contract under your current service. Your current contract will be honoured. As we continue to innovate using the latest technology, we may upgrade and replace older technology, in which case we will provide you with alternate Internet solutions that may require you to sign a new contract.

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

While the team at Davinci Broadband will continue to provide technical support for your service until March 1, 2017, you can contact us if you have any questions about this transition. Please email us at support@xplornet.com or call us at 1-866-841-6001 and we will be happy to help.

When will my services move to Xplornet?

Your Internet service will transition to Xplornet on March 1, 2017.

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. 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.

Starting on March 8, 2017, Xplornet will be upgrading Davinci Broadband @davincibb.net email customers from their current service to Xplornet’s email service.

Xplornet’s email service will provide @davincibb.net users with many great features, including:

• A reliable, stable and secure email service that Xplornet has been operating for over a decade
• A large 10 GB mailbox
• Contacts and a calendar that can be synced to a mobile device
• Cloud storage for files: A simple way to manage your files and have access to them anywhere. You can even share your files stored in webmail via links.
• An RSS component which allows you to view news or content feeds to which you’re subscribed

Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect from this upgrade.

What does this mean for me?

Any changes you make to your webmail data and settings (specifically contacts, documents, whitelist and blacklist, forwarding address, and autoresponder) between March 2nd and March 8th will not be reflected following the upgrade process. We recommend making any updates to this data and settings prior to March 2nd.

Between 9pm MST on March 8th and 5am MST on March 9th, your email service may be unavailable while we complete the upgrades. After 5am MST on March 9th, 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. 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 9pm MST March 8, 2017.

Will my email address change?

No, your email address will remain the same.

Will I need to change my password?

Yes, you will be required to change your password. Xplornet emailed you your new password on March 3rd. If you can’t find the email with your new password, please contact us at 1-866-841-6001.

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

If you use a third party email program, such as Microsoft Outlook, you will need to make changes to your third party settings. Please use these settings after 9pm on March 8th:

We recommend reviewing our third party email settings and walkthroughs on xplornet.com.

Will I lose any of the information from my webmail?

The following features and webmail items will be saved and transferred to your new email service with Xplornet:

• Mailbox content (messages and folders)
• Contacts
• Documents
• Mail Whitelist and Blacklist
• Mail Forwarding Address and setting
• Mail Autoresponder Message

The following features and webmail items will not be transferred to our new email service.

• Calendar Events
• Tasks and Projects
• Links
• Notes
• Mail Filters

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

No, there will be a new webmail interface and link. The new webmail login page is: https://mail.xplornet.com. If you use a bookmark to access your webmail, you will need to update the bookmark with the new link to the login page after 9pm on March 8th. You will need to use your new password to login to your new webmail. You can learn more about the new webmail interface here. Please continue to check your mail as normal up to March 8, 2017.

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.

What happens if I have trouble accessing my email via POP after the upgrade?

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, Xplornet cannot be responsible for providing the various steps required to back up an email service. Messages stored on the webmail server (which Xplornet supports) will not be affected.

If you have used POP to connect, when you check your mailbox through webmail or IMAP instead, you may not see your old messages in your Inbox folder any longer. This is because we have moved those messages to a new folder called Davinci_Inbox. Your new messages will still come to your main Inbox folder. You can move those messages back to your Inbox folder if you wish.

I sync my contacts and calendar, as well as my email, through an Exchange ActiveSync connection on my phone or tablet. Will that still work?

No. You will have to delete that connection and set it up again differently. Because ActiveSync connections store everything on the server, you will not lose anything when you do this. After 9 pm on March 8, please set your email up using IMAP with the email server settings mentioned above. Set your contacts up using CardDAV with instructions found here, and your calendar using CalDAV with instructions found here.

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

Xplornet offers 24/7 bilingual technical support across three call centres across Canada and is committed to providing the best customer experience.

Will there be any changes to my service currently provided by fixed wireless towers?

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, Xplornet 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 Alberta.

Do you have any other questions?

We’re always here to help. Please email us at support@xplornet.com or call us at 1-866-841-6001.