A Small Fraction of Xplore Customers in Cumberland Face Service Disconnection
Nova Scotia (https://www.cbc.ca/news/canada/nova-scotia) ·New
An internet service provider committed to expanding coverage in Cumberland County is set to disconnect some satellite-supported customers in the area.
The Company's Agreement with the Municipality
Luke Ettinger (https://www.cbc.ca/news/canada/nova-scotia/author/luke-ettinger-1.6557281) · CBC News
· Posted: Oct 17, 2025 5:00 AM EDT | Last Updated: 14 minutes ago
Xplore internet, based in Woodstock, N.B., recently informed residents of the Advocate, N.S., area that their satellite internet service would be discontinued.
An email from Don Fletcher, a New Salem, N.S., resident, stated, "We were unable to renew our arrangement with the provider. As a result, the specific satellite beam currently delivering your Internet service will be discontinued."
Fletcher was advised to find another internet service provider by December 5th.
Xplore's Statement
In a statement to CBC News, Xplore acknowledged that the move affects a "small portion" of satellite customers, adding, "While some of those affected do not have access to alternative solutions from Xplore, we are working diligently to transition the majority of impacted customers to other Xplore internet services."
The Municipality's Disappointment
The company has an agreement with the Municipality of Cumberland to expand rural internet coverage in the county. Greg Herrett, the municipality's chief administrative officer, expressed disappointment, stating, "While we recognize that rural internet delivery is challenging and there will always be areas where service simply can’t be provided, we are very disappointed to hear that Xplore is withdrawing service from some customers in the Advocate area where it was previously available."
Herrett also raised concerns about the communication of changes to customers.
Assistance for Affected Customers
Herrett mentioned that customers losing service may qualify for assistance through the Build Nova Scotia rebate program, which covers one-time costs for eligible homes and businesses to set up satellite internet service from a qualified provider.
Limited Options for Residents
Fletcher, who had previously relied on a convenience store 10 kilometers away for internet access, has formed new habits since connecting with Xplore in 2021. He finds it challenging to imagine life without internet service now, stating, "They're pushing and have been pushing for years for everyone to get on the internet. But we have had terrible service coverage here with internet, telephone, and cellphone."
Fletcher and his neighbor, Bill Strong, are considering switching to Starlink, a satellite internet system developed by SpaceX, as they are unaware of any other options.
Strong uses the internet primarily for entertainment and staying in touch with family, emphasizing the importance of staying connected with his four children and grandchildren scattered across Canada.
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ABOUT THE AUTHOR
Luke Ettinger is a reporter with CBC Nova Scotia based in Truro. Reach him at luke.ettinger@cbc.ca.
