If you live in BC or Alberta and have access to Cable Internet service at your address, we can offer our service. If you are unsure, give us a call or send us an email with your exact address and we can verify before you place an order.
We will provide a modem to you as a free rental. No need to purchase. If you choose to cancel your internet service with us, we will ask you to return the modem to us via Canada Post. We will reimburse up to $12 standard postage for returns.
The incumbent allows for certain models to be used by 3rd party vendors. Allowed models are:
Note: A DOCSIS 3.0 capable modem is required for speeds above 25Mbits
No, it is not wireless capable. A wireless router is required to connect devices such as smart phones or tablets.
No, the service is only available at your modem or the range of your optional wireless router.
We usually schedule a 7 day period from the day you place your order until service activation. This will allow for shipping of the modem and required installation work.
The initial first payment is processed at the time of the order. Our billing cycle is monthly, on the anniversary day of your service activation.
Example: You place an order for service on the 15th of November and your service is activated on the 22nd of November. Your first payment will be processed on the 15th of November and cover your service from November 22nd to December 22nd (If the initial service activation is delayed for some reason, the billing period will be adjusted to reflect the delay. Your first payment will always cover a full month of service). Your next payment will be processed on December 22nd for the next month, and so forth.
Changes, like changing your password for our "My Account" or updating your Credit Card information or your Email address can be performed under the "My Account" menu option at the top of the page.
Other changes, like billing options or billing cycle require a call to one of our customer service representatives at 1-800-880-3011
As long as your new address is within a Incumbent Cable serviced area we will be able to continue your service. Please contact us at 1-800-880-3011 to arrange your move. More lead time will enable a smoother transition.
VoIP is a phone service that uses your existing high speed Internet connection to function. The is no phone line required. We will provide you with a VoIP phone adapter that connects to your Internet service and allows you to connect your corder/cordless phone
Yes. Allow for 7 to 10 business days for your phone number to be ported to us from your current provider. We will provide you with a temporary phone number during that time and you can use Call Forwarding to make the transition seamless.
We offer highly competitive international long distance rates, making it easy to stay in touch with friends and family oversees.
You can use our International/Off Net Call-Rate Tool to check our rates for specific phone numbers you wish to call.
Enter the number you wish to call and push 'Go' for a rate quote.
Disclaimer: The quoted rate is dependant on the accuracy of the users input. We can not guarantee the actual rate charged will correspond to a quote, given inaccurate or incomplete input. Please contact us for further detail.
VoIP uses the Internet instead of a telephone line to connect your calls. Although VoIP acts the same as a telephone, there are important factors for you to consider regarding the impact of your VoIP service for emergency calling. If you dial 911, you will automatically be routed to a specialized call centre which handles emergency calls. This call centre is different from the Public Safety Answering Point (PSAP) that would answer a traditional emergency call. You will be required to provide your name, telephone number and address to the call centre operator. The call centre operator will confirm your location information and then transfer your 911 call to the appropriate Emergency Response Centre nearest your location. You should be prepared to confirm your address and call-back number with the operator. Do not hang up unless told directly to do so and, if disconnected, you should immediately dial 911 again.
Registration of Physical Location Required
Click here for more more information about VoIP 911 service.
No, CipherTV is considered an over the top (OTT) video streaming service. It uses your high speed Internet connection to deliver it's content and is therefore subject to the performance of your Internet connection.
CipherTV uses roughly 3 Mbps (~1.5GB per hour) when using the standard settings. The settings can be lowered to accommodate slower connections or those with heavy traffic.
Yes, external PVR devices can be connected.
Per our latest updates from CipherTV, the PVR feature is still "in development" and not currently available.
Download the CipherTV Channel Guide
Standard connection diagram with router.
After making all connections, configure your wireless router per manufacturers set-up instructions. Then connect your device to the available wireless network. Refer to the documentation of your device for instructions on how to connect to a available wireless network.
Devices such as tablets or smartphone can not access the internet without the use of a wireless router.
We suggest you conduct a speed test of your connection. We will soon be including a tool for this here.
If you find that your test results vary between being connected directly to the modem versus a speed test over your wireless router, it may be due to congested wireless frequencies that we now often encounter in urban areas.
One way to overcome congested wi-fi is to upgrade to a dualband or multiband wireless router as it will give you the option to migrate to less used frequencies.
If your Internet connection has suddenly stopped working, here is a list of items to check that may resolve the problem.
Standard connection diagram without router
Standard connection diagram with router
*Note that your phone ATA model may not include the yellow "Ethernet" port.
Is the handset set to Do Not Disturb? Is Call Forwarding turned on? Otherwise contact our support team.
By default, the username/login-name will be the email address you used when you signed-up. The password will be a 4-digit number, unique to your account. This number is written on the page we included with the CipherTV bar when you signed-up. You can also contact us and request the password from one of our representatives.
*Note that this remote may not have been included with your order.
All troubleshooting on your Xplornet satellite Internet system is done by Xplornet's 24/7 technical support at 1-866-841-6001. If a site visit by a technician is required Xplornet will issue a service call work order to the installer on record to resolve the problem. Installers are unable to perform any service work on Xplornets equipment in the absence of a Xplornet work order.