An internet service provider that has committed to expanding coverage in Cumberland County is preparing to disconnect some satellite-supported customers in the area.
About a month ago, Woodstock, N.B.-based Xplore internet informed some residents of the Advocate, N.S., area that their satellite internet service would be discontinued.
“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,” said an email message that New Salem, N.S., resident Don Fletcher received.
In the email, Fletcher was advised to find another internet service provider before Dec. 5.
In a statement to CBC News, Xplore said the move affects a “small portion” of satellite customers.
“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 statement said.
Municipality disappointed
The company has an agreement with the Municipality of Cumberland to expand rural internet coverage in the county.
“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,” the municipality’s chief administrative officer, Greg Herrett, said in a statement to CBC News.
Herrett said the municipality has also expressed concern about how the changes were communicated to customers.
He said the customers who are losing their service may qualify for assistance through a Build Nova Scotia rebate program that covers one-time costs for eligible homes and businesses to set up satellite internet service from a qualified provider.
Limited options
Fletcher, who had previously travelled to a convenience store 10 kilometres from his home to use the internet, has formed new habits since getting connected to Xplore in 2021. He said it would be challenging to go without internet service now.
“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.”
Unaware of any other options, Fletcher and his neighbour Bill Strong are now considering switching to Starlink, a satellite internet system developed by SpaceX.
Strong said he and his wife use the internet primarily as a source of entertainment, but it also proves valuable to stay in touch with family.
“We have four children and grandchildren all scattered all over Canada. Right from Alberta to New Brunswick and Nova Scotia,” he said. “That makes quite a difference.”
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