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Nucleus Support

"Same-Day Technical Support" is available to all of our members free of charge. All problems relating to the services we provide are supported and will be handled promptly by our knowledgeable support staff. If you cannot find a solution to your problem in the following sections, please contact our office at the numbers listed below or send E-mail to support@nucleus.com.

When you call our Tech Support line, from time to time you may not be able to speak to a Technical Support Specialist immediately. Please be patient as we will do our best to get to each caller as quickly as possible, if you cannot wait and prefer to leave a message, please follow our messaging system instructions and leave a detailed message Our technicians will return your call as soon as possible, usually within the hour, but certainly the same day.

 
Technical Support Department
support@nucleus.com
Phone Numbers Hours of Operation
Calgary: 403-509-4960 8am - 9pm (Mountain) Monday - Friday
Edmonton: 780-448-0460 9am - 5pm (Mountain) Saturday
Toll free: 1-888-GO MODEM
              (1-888-466-6336)
 
 
Web Support Department
websupport@nucleus.com
Phone Numbers Hours of Operation
Calgary: 403-209-0000
Ask for ext. 2403
8am - 4pm (Mountain) Monday - Friday
 
Introduction to Computers and the Internet 101
 
 
 
 
Troubleshooting
When troubleshooting a broadband connection the first thing you should verify is that every device is connected securely and properly. You should check and confirm the following:

  • The status of the lights on all the devices – As a general rule green lights are good, red lights are bad and no lights usually mean that there is no power.

  • There are not any filters on the ADSL phone line – The filters that you are supplied when you sign up for your account are used to filter out the higher frequency ADSL signal. Filters should be placed on all lines that have phones connected to them.

  • All the cables are securely connected – Most devices whether a modem or a router have lights to indicate if there is a physical connection. Most devices have corresponding link lights. If you have solid green link lights it usually means the physical connection is good.

You should be aware that any sort of changes to your phone plan or the installation of a security system can interfere with your ADSL connection. If you have made changes to either of these you should call into technical support because we will probably need to dispatch an on-site technician.

Also it is always a good idea to power down your devices (modems, routers etc.) about once a month to clear the memory on the devices. If you try all of these troubleshooting steps and still cannot connect please feel free to contact our technical support department.

 
Online Help: Guides, How tos and Troubleshooting

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