Xplornet Service

Sign-up Process

When you sign-up for Xplornet Internet Service, the following process will take place.

  1. You will select the type of service you would like to apply for (Highspeed LTE, Satellite Internet, Wireless Router (Xplornet Internet Required), Home Phone (Xplornet Internet Required))
  2. You will provide your name, address (GPS, Street, or Land Location), and phone number as well as an email address and preferred contact method
  3. Our installation experts will review your order and pre-plan installation, checking to ensure the service you wish to order is available in your coverage zone.
  4. Our team will attempt contact you for Scheduling the install or pass your work order on to a closer dealer if there is someone who may be able to perform the installation sooner / cheaper
  5. Finally, our on site installation crew will attempt to install the service at your location. Service installations are considered a test-shot until a minimum signal level is achieved for installation of the service. Should the service not succeed in install, we will offer you alternative solutions to pivot to in your area

Install Process

Satellite Install Process

The first step to installing a satellite internet solution is locating a suitable mounting position for the dish. Because of the technical requirements for aligning the dish, you need to mount to a solid, permanent position such as the wall of your house or on the roof. Due to this same technical limitation, we do not recommend mounting dishes on mobile equipment such as campers and would suggest a more permanent mount.

After finding a suitable mounting position with a clear Line of Sight (LoS) to the south @ 32° elevation, our technicians will mount a Satellite J-Arm (commonly called a Sat-arm) with backup mounting braces to the mounting structure using a minimum of seven 2" leg bolts. This will be sealed using an insulated rubber tape to prevent any leaking and help attach the dish to the structure more permanently.

Once the dish has been mounted, the installation crew will run an Xplornet approved RG6 coax cable including ground wire from the dish to interior of the home using a minimum of 10ft of cable, up to 75ft. A grounding block will be added and connected to ground at a suitable position either outside or within the home. All cable runs will use gator clips to attach to the structure and be hidden using J-channel to the best of the install teams ability for clean visual aesthetics. A drip loop will be added before entering the home to prevent moisture build-up and the entrance hole will be sealed using silicone.

The cable will then be plugged into the satellite modem and powered on in a special alignment mode allowing our installers to audibly locate the correct and final position to point the dish. After tweaking the dish to the best signal, the system is now ready for provisioning!

Provisioning the system can be one of the longest waits during an install process while the equipment attempts to contact the Xplornet servers and link your new system to the back end on your account (allowing regular browsing). This is due to the 'installer speeds' the modems come with — a system used to prevent abuse on unprovisioned systems. After provisioning your system in our work order portal, you will be able to connect your modem to your PC using a Cat5E cable, connecting it to your customer owned or supplied router, or by connecting it to an official Xplornet XWR WiFi Router.

Any additional device connections are not covered by Xplornet and are considered an enhanced install - this includes configuring networks, setting up WiFi passwords, running additional cables, and connecting wireless devices beyond the 1 initial connection.

Note: A minimum signal level of 5.4dB is required for installation of satellite services.
LTE Install Process

LTE networks are hosted on tower based systems around the province and then linked together using wireless backhaul systems. They are much easier to mount and much more forgiving to movement than the Satellite systems. We still recommend permanent positions such as the wall of your house or on the roof, but due to the nature of the LTE network, ground based tripod mounts and less permanent mounting solutions are possible.

Technicians will locate the best mounting position and do a test shot to the closest tower to see if they are able to hit the minimum signal requirements for an installation of an LTE system. If they are unable to find enough signal, either with or without an extended tripod and mast set-up, you will be offered Satellite internet as an alternative solution. If there is other services that will offer a better solution, we will notify the customer of their options.

After finding a suitable mounting position with a clear Line of Sight (LoS) to the closest available tower, our technicians will mount a Sat-arm or tripod and mast system to the mounting structure using a minimum of five 2" leg bolts on sat arms, and nine 2" leg bolts on tripod mounts. This will be sealed using the same insulated rubber tape to prevent any leaking and help attach the mount to the structure more securely.

Once the dish has been mounted, the installation crew will run Cat5E Ethernet cable from the dish to interior of the home using a minimum of 10ft of cable, up to 75ft. A grounding (surge) block will be added and connected to ground at a suitable position either outside or within the home. All cable runs will use gator clips to attach to the structure and be hidden using J-channel to the best of the install teams ability for clean visual aesthetics. A drip loop will be added before entering the home to prevent moisture build-up and the entrance hole will be sealed using silicone.

The cable will then be plugged into the power injector block and powered on — the system is now ready for provisioning!

Provisioning the system can be one of the longest waits during an install process while the equipment attempts to contact the Xplornet servers and link your new system to the back end on your account (allowing regular browsing). This is due to the 'installer speeds' the modems come with — a system used to prevent abuse on unprovisioned systems. After provisioning your system in our work order portal, you will be able to connect your modem to your PC using a Cat5E cable, connecting it to your customer owned or supplied router, or by connecting it to an official Xplornet XWR WiFi Router.

Any additional device connections are not covered by Xplornet and are considered an enhanced install - this includes configuring networks, setting up WiFi passwords, running additional cables, and connecting wireless devices beyond the 1 initial connection.

The following signal levels are required for installation of an LTE service at the various speeds packages. These plans are not nessesarily available on all towers, depending on congestion levels, tower location, and availabilty of services.

Plan (Dwn/Up) Min. Req. Signal
5 mbps / 1 mbps -108dB / 3 SINR
10 mbps / 1.5 mbps -106dB / 6 SINR
25 mbps / 1.5 mbps -104dB / 15 SINR
50 mbps / 2.5 mbps -104dB / 16 SINR
50 mbps / 5 mbps -102dB / 17 SINR
50 mbps / 10 mbps -97dB / 18 SINR

Pricing

To view specific plan pricing, select a service from the navigation menu. These prices are subject to change based on availability, current promotions, and regions.

Xplornet Service installation is completed at a flat rate promotion - You pay Xplornet for the cost of installation on your first bill (usually $49.00) and we bill directly for the cost of mileage. Our current mileage rate is $0.58/km traveled over 50km on a round trip. Occasionally, Xplornet will run promotions that cover the cost of mileage and/or enhanced installations for the customer.

If a service is unable to be installed at all while we are on site, the customer is responsible for the cost of a test shot, as well as mileage. The test shot is billed directly, at the flat rate cost of $70.00 plus applicable taxes. Occasionally, Xplornet will offer to pay for the cost of a test shot while running promotions to entice installations.

If additional equipment, time, or cabling is required to install a service this is considered Enhanced Installation and may cost extra. Towers, tripods, masts, cable over 75ft, custom mounting hardware or non-typical installation are examples of Enhanced Install, and can be billed directly to you. Occasionally, Xplornet will run promotions where they cover some or all of these expenses, depending on service type, total costs, and circumstances.

The following price list are some of the common items you may find in an Enhanced Install - This is not an exhaustive list and prices are subject to change due to availability

Item Price
30ft-100ft Tower Quote Required
Labour Rate $70.00 / hour
Additional Sat Arm $50.00 / per
3ft Tripod $45.00 / per
10ft Mast x 1.25" $40.00 / per
Cat5E Ends $2.00 / per
Cat5E Ethernet $0.60 / ft

Scheduling

Installation scheduling is completed after initial sign-up and attempted to be completed within 3 business days of the initial work order. This time may vary depending on availability of install staff members, service availability in your area, enhanced install requirements, and local holidays. Once your install order has been received and reviewed by our team, we will attempt to contact you to schedule the install appointment - Please be aware that during this time you may receive a call from an Unknown Number - This will be our install management team attempting to schedule service.