Imagine suddenly losing your internet connection after years of relying on it for work, entertainment, and staying connected with loved ones. That’s the harsh reality facing a group of Cumberland County residents, who are now grappling with the news that their satellite internet service is being discontinued. But here’s where it gets even more complicated: the very company responsible for this disruption, Xplore, had pledged to expand internet coverage in the area. So, what went wrong?
Xplore, a Woodstock, N.B.-based internet provider, recently notified some residents in the Advocate, N.S., area that their satellite internet service would be cut off. In an email to customers like Don Fletcher of New Salem, N.S., the company explained, ‘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, who was given until December 5 to find an alternative, is now left scrambling for options.
In a statement to CBC News, Xplore downplayed the impact, claiming the move only affects a ‘small portion’ of satellite customers. They added, ‘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.’ But for those left without options, this is little consolation.
And this is the part most people miss: Xplore has a formal agreement with the Municipality of Cumberland to expand rural internet coverage. Greg Herrett, the municipality’s chief administrative officer, expressed deep disappointment. ‘We recognize that rural internet delivery is challenging, but we are very disappointed to hear that Xplore is withdrawing service from some customers in the Advocate area where it was previously available,’ he said. Herrett also criticized the way Xplore communicated these changes, leaving customers feeling blindsided.
For residents like Fletcher, who once had to travel 10 kilometers to a convenience store just to access the internet, losing service is a major setback. ‘They’ve been pushing for years for everyone to get on the internet, but we’ve had terrible service coverage here with internet, telephone, and cellphone,’ he lamented. Now, Fletcher and his neighbor, Bill Strong, are considering switching to Starlink, SpaceX’s satellite internet system, though it’s unclear if this will be a viable solution.
But here’s the controversial part: While Xplore claims to be working on alternatives, the municipality suggests affected customers may qualify for assistance through the Build Nova Scotia rebate program. However, this program only covers one-time setup costs, leaving ongoing service fees and reliability concerns unaddressed. Is this enough to bridge the digital divide in rural areas, or is it just a band-aid solution?
For Strong, whose family is scattered across Canada, the internet isn’t just a luxury—it’s a lifeline. ‘We have four children and grandchildren all over the place, from Alberta to New Brunswick and Nova Scotia. That makes quite a difference,’ he said. Yet, despite its importance, reliable internet remains out of reach for many in Cumberland County.
Here’s a thought-provoking question for you: As companies like Xplore struggle to fulfill their commitments, who should be held accountable for ensuring rural communities have access to essential services like the internet? Is it the responsibility of private providers, local governments, or a combination of both? Share your thoughts in the comments below—this is a conversation that needs to happen.
