Frequently Asked Questions

Have a question?  Check out some of the regular questions we are asked, should you not see something here that you want to ask hit up our twitter page or check us out on Facebook. You can also email us  at:

Need an updated channel map?  Click on the attachment to download direct to your computer. 12716_Shaw_Programming_Guide_East_0813_lores

We require a letter of permission in the event the customer is renting the premise we are installing. This will capture owner authorization for any work that needs to be done (drilling, mounting of a dish etc). This ensures that you as a customer are protected, as well as respects the rights of the home owner.
We don't necessarily agree with bundling, not in the traditional sense. Often bundles are designed with the company in mind, not the customer. By this we mean you do not always get the best value for the price. However, we do know this idea still attracts a lot of customers, so in lieu of the "Bundle" we offer value pricing on our services, as well as some creative incentives so you still save.
  1. Almost anyone can get satellite TV. You’ll need a clear line-of-sight (where the Shaw Direct dish from your house is aimed at the satellite in space). If you live in a high-rise with other buildings in your way, it’s sometimes difficult to get that clear line-of-sight.
  2. If you live in a condo or apartment building, you’ll need to check the building regulations or by-laws to see if they allow satellite dishes on your balcony.
  3. Otherwise, it’s a perfect alternative for those who live in rural areas where cable isn’t an option. Why not get it installed at the cottage? Or get Shaw Direct for your RV? You can “rough it” with all the comforts of home.
  • Excessive cable runs beyond 150 ft per line (for installation of up to 1 receiver with current new customer offer only)
  • Requests for fishing cable through interior walls
  • Home theatre connections
  • Additional mileage charges may apply for round trips over 100 km (can vary by region)
  • Non-standard mounts (i.e., non-penetrating roof mounts posts, tripods, 24″ stand off brackets, multi-switches and associated securing equipment such as protective foam, cinder blocks.).
  • Ferry trips
  • Ladder rentals (applies to 40 foot+ ladders)

You should discuss any questions you have with your installer to clarify details before the installation begins.

Professional basic installation is included in the price, which includes the following:

  1. Dish mount installed to the residential structure
  2. Dish alignment to receive  satellite signals
  3. Placement and connection of hardware from Dish/LNB/Tria to subscriber’s receiver or Modem
  4. RG6 coax Cable run (up to 150 ft per line ((For Shaw customers includes 1 line)) from dish, this includes all necessary connecting materials such as:
    • Connectors
    • Wall plates
    • Ground block(s) and ground wire
    • Sealing of all entry holes
    • Testing of full functionality of system/signal
    • Activation of services installed
    • Customer orientation on new system

Yes it will! The address in your D-link Router is similar to our modems. Think of it as having twins and naming them both “Bob” or “Jane”, would become confusing eh?  Here is a link to how to fix this permanently.

Where we have great coverage in most areas with our fixed wireless platform we are regulated and unable to provide coverage in others. Our goal is to provide you with the best Rural internet experience available to you, and with that there may be times we must utilize our 4G Satellite service to ensure you have a fast reliable service where Fixed Wireless is not available.

Unless you only have one computer and it’s in the same room as your modem, chances are you may be interested in using a router. What does a router do?

Routers perform the “traffic directing” functions on the Internet. A data packet is typically forwarded from one router to another through the networks that constitute the internetwork until it gets to its destination.

In other words, if you have multiple devices trying to access the Internet, a router can handle all of the various requests and direct each device in the right direction.

Xplornet provides all customers with a modem, but not with a router. There are different kinds of routers, and many different brands, so choosing which one is right for you may be a bit tricky. Take a look at this guide from PCWorld for a good primer. Similarly, here’s a good guide about setting up your router.

To help get you started with your search, here’s a list of routers that are confirmed to be compatible with our 4G satellite systems, sorted by brand:

  • Apple: Airport Extreme
  • Asus: RT-N16 SuperSpeed N Router
  • Belkin: N150, F5D8236-4 Wireless N v3
  • Buffalo: WZR-HP-G300NH
  • D-Link:  DI-601, DI-604, DIR-600, DIR-615, DIR-655 Extreme N Gigabit Router, DIR-655SW, DIR-827, FR300RTR, WBR-2310 (Update November 15, 2013: D-Link has posted the this FAQ for router support)
  • Fritz Box: 7270, 7390
  • Linksys: BEFSR41, E1000, E1500, E3000, E3400, E4200, E4200, WRT160N, WRT160N, WRT160N v2, WRT160N V3, WRT310N V2, WRT54G, WRT54G,WRT54G, WRT54GL
  • MediaLink: MWN-WAPR150N
  • NetGear: N600, N600 WNR3500L, Range MAX, WGR614 v10, WGT624, WNDR4500/N900, WNR2000, N300 WNR3500L

Do you have a router that isn’t on this list? It might still work, but it might also cause you problems. Here are some options for trouble-shooting your router issues, regardless of the make and model:

  1. Upgrade the router’s firmware, following the manufacturer’s instructions.
  2. Power down all devices (Xplornet modem, router, other peripherals, computer).
  3. Power up all devices in this order: Xplornet modem, router, other peripherals, computer.
  4. Important: After you power up the Xplornet modem, give the modem 4 to 5 minutes to complete its network registration process. If you power up the router before the modem fully registers with Xplornet, the activation process might not work.
  5. Time to do a check: Confirm normal Internet connectivity. If you can connect to the Internet, stop here, you’re set! If you can’t connect, go to step 6.
  6. Retry the power up process (step 3). This time, allow 7 to 8 minutes for the Xplornet modem to complete the registration process.
  7. If you still can’t connect to the Internet: Disconnect the router from the modem and connect the modem directly to your computer. Then attempt to connect to the Internet again. If this works, chances are good that your router is incompatible with your Xplornet equipment.

Do you know where your Internet service comes from? That’s an easy one: It comes from us! But how we deliver it to your home or work is the tricky part.

Xplornet has two different types of platforms:

  • Fixed Wirelesstechnology allows us to place a tower within 30 km of you and the Xplornet antenna on the side of your house then links up with the tower to access the Internet.
  • Satellitetechnology uses a satellite orbiting Earth. The difference is that, instead of communicating with a nearby tower, the dish on your roof communicates directly with the satellite in space.

Both of these platforms provide broadband-level speeds, which allows you to do things like watch streaming video, download faster, and have multiple people in your family or business online at the same time.

While both platforms can deliver the speed you need to do what you want online, there’s one key difference between the two platforms. Whereas a Fixed Wireless tower is on the ground and in a nearby area, satellite technology provides coverage in remote areas using equipment in orbit -very, very far away. It’s so far away that the speed of light starts to matter to the characteristic known as latency.

The term latency refers to a number of different kinds of delays that can happen when accessing a service or application with the Internet. A low latency network connection is one that generally experiences small delay times, while a high latency connection generally suffers from long delays.

Latency doesn’t affect all types of Internet activities but it can cause issues with some applications that rely on real-time access. For the most part, this means that activities that require fast reactions will take about three quarters of a second longer on a Satellite network. Some applications or activities that could be affected:

  • Online gaming, especially MMO (massively multiplayer online) or shooter games
  • VPN services, often used by teleworkers
  • Real-time stock or auction trading

In general, if you’re looking to access services or games like this, the latency of Satellite technology would make them unusable. Fixed Wireless, with its lower latency, is still an option.

Don’t forget: Satellite latency doesn’t affect regular Internet browsing, using email, transferring large files, and watching streaming video and music! Only fast reaction and real-time activities are a concern with Satellite technology latency.

AlarmForce offers you the ability to tailor the system to your needs. Whether it is to protect your entire house (both indoors or outside) or selected rooms, you can choose the products that are best for you. Visit our Home Security page to see all of our available solutions.
Wireless sensors and cameras can detect a burglary, as well as fire, freeze, flood and carbon monoxide. All sensors can be controlled remotely with the AlarmForce Access app on your smartphone or desktop.
When your AlarmForce security system is triggered, a live operator from AlarmForce's Central Monitoring Station can respond live in the home within seconds. We can threaten an intruder out, and hear any emergency that might be occurring on the premises. This provides an informed response to authorities responding to the call.
No, it is not possible. AlarmForce's two-way communication technology is not designed to initiate a call, only to respond when an alarm is triggered at the premises.