XM online+ Help & Support

General

Frequently Asked Questions

What is XM online+?
XM online+ delivers over 100 XM channels of high-quality audio, including online-only channels, to your PC or Mac as well as smartphones and supported internet-enabled devices. These devices act as extensions of your XM online+ service - allowing you to continue to enjoy your online content while away from your computer.

The following smartphones and media players require use of a FREE downloadable XM online+ application:

iPhone 4
iPhone 3GS
iPhone 3G
iPhone
iPod touch (1st, 2nd, and 3rd Generation)
iPad (Using the iPhone App)
BlackBerry Storm & Storm2 (9500 Series)
BlackBerry Bold (9000 Series)
BlackBerry Bold (9700 Series)
BlackBerry Tour (9600 Series)
BlackBerry Curve (8500 Series)
BlackBerry Curve (8900 Series)
Motorola DROID
Motorola CLIQ
HTC Droid Incredible
HTC Droid Eris
HTC Hero
HTC Legend
Google G1
Google Nexus 1
Other Android Smartphones - The application should function, but has not been tested by XM. (Note: Requires OS 1.5 or higher)

Ensure that you are running the latest software & firmware on your device. For instructions on how to upgrade your device software or firmware, visit the manufacturer's website.

If necessary, how do I download and install the XM online+ application?
Visit xmradio.ca/online, and select your device, then follow the on-screen prompts.

IMPORTANT NOTE FOR ANDROID USERS - Unless you have already allowed your Android device to install "Non Market" applications, you will need to check the setting that allows installation from "Non-Market" or "Unknown Sources". You can do this when prompted during the application install process, or at any time from your device's settings menu.

How do I launch the application after downloading it?
Depending on your device-type, the application icon will appear either on your device home screen, in your 'downloads' folder or in your applications tab. Simply click the XM icon to launch the application. If you are having trouble, ensure that you are running the latest software & firmware on your device. For instructions on how to upgrade your device software or firmware, visit the manufacturer's website.

What is the cost of this application?
The application is FREE, and streaming to your mobile device is included in the cost of your XM online+ subscription. You can also sample great XM content with a FREE Trial. Visit xmradio.ca/online for more details.

Do I need a satellite radio device to listen to XM online+?
No. Satellite Radio Hardware is not required to listen to XM online+. However, satellite radio subscribers do receive a discount on the XM online+ Service.

Can I try XM online+ before buying?
Yes. Simply register for our Standard 14-Day Free Trial from within the application. When you register, we will email you a username and password that can be used to login and listen on your PC or MAC as well. Or, if you prefer, you can also sign up for a free trial online at xmradio.ca/online.

Why am I having trouble logging in?
You must be a online+ subscriber to listen to XM on your internet-enabled device. Basic Online subscribers don't have access to alternate listening locations. Call XM Listener Care 1-877-438-9677) to upgrade your online account to online+. Also, keep in mind that usernames and passwords are case-sensitive so type carefully.

I forgot my username or password?
Visit: http://www.xmradio.ca/online/help/account.cfm

Why don't certain channels appear on my mobile device?
XM offers all of the channels for which we have mobile performance rights. For that reason, certain channels which may be available on your satellite radio or online radio service may not be available on your mobile device.

How many channels are included with this service?
You'll have access to over 100 music, sports, talk, comedy & entertainment channels from your device. The device content lineup will be very similar to your online service lineup. For a full channel listing, please visit: lineup.xmradio.ca.

Will I continue to receive emails, text messages, and phone calls while listening to the application?
Yes. Emails, text messages, and phone calls will still be delivered to your mobile device even while the app is playing.

Can I use other applications while listening to the XM application?
Some mobile devices allow 3rd party applications to run 'in the background' and others do not. Currently, you can listen to the XM application 'in the background' on BlackBerry & Android products. Support for multi-tasking on iPhone 4, iPhone 3GS, and the third-generation iPod touch (32GB and 64GB models from late 2009) running iOS4 is coming soon.

How can I pause or mute my app's audio?
XM is a live streaming broadcast, so it cannot be "paused" and then later resumed from the same point in the broadcast at this time. However, you can stop audio by pressing the silver play/stop button on your BlackBerry or Android device or by pressing the blue play/stop button on your iPhone or iPod touch.

Why do I hear different quality audio at different times when I listen to the service?
WiFi coverage should provide consistently high-quality audio but you may notice variability in audio quality when your device is connecting to the cellular network. The XM online+ application uses 'variable bitrates' in order to provide you with the highest quality of audio possible given your cellular network conditions.

Why do channels occasionally stop playing audio?
The network connection on your mobile device can sometimes be lost, interfering with audio performance. Audio should automatically restart once the network connection is regained, but if you have been out of coverage for a significant period of time you may need to re-select the channel (or select an alternate channel) to continue listening.

I deleted the application off my device - why am I still getting a monthly bill?
Because your subscription to XM online+ allows you to listen online on your PC or Mac as well as on your internet-enabled device, deleting the application from your device does not automatically cancel your subscription.

How do I cancel my XM online+ subscription?
Call Listener Care to manage your account - including canceling your service. (1-877-438-9677).

What are your Customer Support hours?
Customer support is available 7 days/week. Agents are available to respond to customer queries during the following timeframes:
Monday-Saturday 8AM-12AM ET
Sunday 8AM-8PM ET

XM Listener Care: 1-877-438-9677