Xplore wants to welcome you as the newest member to our services! We look forward to providing you with fast and reliable high-speed Internet service. Our expanding network of satellites and towers coupled with superior customer service is what makes us the industry leader in rural high-speed Internet.
On March 22, 2018, your Internet services will transition to Xplore. You may have many questions about what you can expect as the newest member to the Xplore family. As former users of Ondenet we want to make sure that your conversion to Xplore services is easy and that you are able to enjoy the many services Xplore has to offer. Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect with this transition.
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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 network that connects Canadians to what matters. Click here for more information on our services.
Please email us 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.
There will be no changes to your internet service, everything will continue to run as normal.
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.
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 Ondenet will be on March 2nd, Xplore will start billing you on April 20th.
Click here for a sample of an Xplore invoice.
If your current payment method is pre-authorized credit, your credit card information will be securely transferred to Xplore.
If you currently use the pre-authorized debit option, we will need your up-to-date payment information. Please complete the Xplornet Pre-authorized Debit Form and return it 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 March 22, 2018. Please do not send any online banking payments through to Ondenet after this date.
You will need the following information to make payments via online banking after March 22, 2018:
For cheque payments after March 22, 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.
Starting at 11pm EST on April 25, 2018, Xplore will begin to securely move customers with @ondenet.com email addresses to our email service.
Below is a list of Frequently Asked Questions (FAQs) detailing what you can expect regarding this transition.
Xplore’s email service will provide you with many additional features, including:
After 7am EST on April 26th, 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 webmail interface to make changes to your webmail data and settings.
The new webmail login page is https://mail.xplore.net/. Please continue to check your email as normal at https://mail.ondenet.com/webmail/ up to 11pm EST on April 25th, 2018.
No, your email address will remain the same.
All email addresses that end with @ondenet.com are being moved.
For most customers, you will not be required to change your password. There may be a few customer accounts where a password reset is required. If you are affected by this, you will be notified in advance of the upgrade what is required.
After the update, please contact Xplore at 1-866-841-6001.
Yes. If you use a third party email program, such as Microsoft Outlook, or a mobile device, you will need to make changes to your email client settings after the upgrade, specifically to the Username and Outgoing/SMTP Authentication. We recommend that you first back up (archive) your local mail data storage in case you need to retrieve it after reconfiguring your phone/desktop email client. Please use these settings after 11pm EST on April 25th (but not before):
Server setting changes are required as part of this upgrade. If you wish to be reconfigured to access mail over SSL secured IMAP, POP and SMTP after the upgrade, you may need to remove and recreate your software client configuration in certain cases. Some email programs will delete the local mail data storage when recreating, resulting in the loss of all email content. Such cases have been known to arise with some Outlook and Apple Mail clients in particular, and when using TLS for authentication. Please see the next question before making these changes. The SSL settings can be found here.
If you need to remove and recreate your email software program configuration settings, you should back up (archive) your local mail data storage prior to making any changes to your email settings. Some email programs will delete the local mail data storage when recreating, resulting in the loss of all email content. As there are many different email programs available, Xplore cannot provide all of the various steps required to back up the local mail data storage. Messages stored on the webmail server (which Xplore fully supports) will not be affected.
The following features and webmail items will be saved and transferred to your new email service with Xplore:
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, you might not see your old messages in your Inbox folder any longer. This is because, for some mailboxes, we have moved those messages to a new folder called Old Inbox. Any new messages will still come to your main Inbox folder. If you are affected by this, you can move those messages back to your main Inbox folder if you wish, either within the new webmail interface or via IMAP.
No, there will be a new webmail interface and link. You will be able to access your webmail at https://mail.xplore.net/, and learn more about the new webmail interface here.
Please continue to check your email as normal at https://mail.ondenet.com/webmail/ up to 11pm EST on April 25th, 2018.
After 7am EST on April 26th, 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, you might not see your old messages in your Inbox folder any longer. This is because, for some mailboxes, we have moved those messages to a new folder called Old Inbox. Any new messages will still come to your main Inbox folder. If you are affected by this, 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.
Xplore does offer some email program walkthroughs here.
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 centres across Canada and is committed to providing the best customer experience.
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 Quebec.
We’re always here to help. Please email us at support@xplore.ca or call us anytime, 24/7 at 1-866-841-6001.