Nucleus does not perform any blocking of any kind on our users. Traffic problems that appear to be related to a specific application, such as email torrenting or web browsing are not due to interference by Nucleus Information Service, Inc.


 

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Yes this can be done, but there is a monthly charge for the service. Requests to get the changes made need to be sent to [email protected]


 

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It depends what you need it for.
If you want a domain hosted- there are static IPV6 addresses that can be assigned that way.

However for an internet connection, at the moment, we can only provide IPV4 addresses.


 

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If you are using Internet Explorer you will want to do as follows:

– Select the ‘Tools’ menu.
– Click ‘Internet options’.
– Select the ‘Content’ Tab.
– Click the ‘Delete AutoComplete History’ button.
– Click the checkbox next to ‘Passwords’.
– Click Delete Button.


 

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Getting your MAC or Physical Address

1) Click on Start

2) Click on Run

3) Type in cmd and press ok

4) In the black box that opens up type in ipconfig /all and press enter

5) Look for the line that starts “Physical Address”, this will be your network card’s MAC address.

One alternative method:

1) Click on Start

2) Click on Run

3) Type in cmd and press ok

4) In the black box that opens up type in getmac and press enter. The address that comes up under the heading Physical Address is your MAC address.

Note: If cmd does not work for you, use command instead.


 

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DISCLAIMER: Only if you are familiar with phone wiring should you attempt to remove a POTS splitter on your own. If you are unsure on this, please contact our office to make an appointment to have one of our installers come out. Nucleus will not be responsible for any damage done if the client chooses to remove the POTS splitter on their own

Instructions:

There are two common types of POTS splitter that Nucleus uses. Their removal instructions are below.

———-

WILCOM PS-15 ADSL POTS Splitter (black)

On the left side, there are 6 ports, all marked with a ‘T’ or an ‘R’ in a vertical row.

1. Take the three wires wired to a ‘T’ and tie them together.

2. Take the three wires wired to a ‘R’ and tie them together. Do NOT let the ‘T’s touch the ‘R’s.

———-

COMTEST POTS (white)

On the left side, there are 6 wires.

1. Starting from the top, going down, Simply unhook the first, third and fifth wires and twist them together.

2. Unhook the second, fourth, and sixth wires and twist them together. Do not let these wires touch the wires from step 1.


 

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We do prefer that you kept your modem plugged in at all times as it helps us troubleshoot our network and your connection


 

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At least 2 weeks. This doesn’t necessarily eliminate all downtime. If you are moving soon please contact us as soon as you can to discuss the options


 

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In order to connect multiple computers with DSL at the same time you will need a router to go between the modem and your computers.


 

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The “Nucleus Connection Registration ” allows users to quickly and easily connect to the Internet. It will allow you to register your computer or a router so you can connect to the Internet. If your account is setup for a Dynamic IP and you have not previously Registered your connection you will automatically be brought to this page.

To register a new device you will need to enter your DHCP ID and Postal code to login. Once logged in you will be prompted to click a large blue icon to register your connection. After the registration is complete then restart all the devices on your network, including your router if you have one.


 

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Your DHCP ID is special number that Nucleus customer’s have and is unique to that particular person. It essentially identifies your connection to the Nucleus network.

When you first access the Nucleus Network you will be brought to a “Nucleus Connection Registration”.

The DHCP ID usually takes the form, “NIS-012345678”. If you are unable to locate your DHCP ID, try referring to a past Nucleus invoice and using the Registration number following “NIS-“. Failing that, you can recover the number by calling our Technical Support team.


 

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t appears that one or more of your phones or faxes at your location are not filtered. Check that there are filters plugged into the wall jack for all of the phones or faxes that share the phone number with your DSL line. A DSL Filter will look like a short 4 inch long telephone cable extension.

If there are any splitters to your DSL Modem, please ensure that line going to the modem is not filtered and the filter is after the splitter when going from the wall jack towards your phone.

If nothing has recently changed on your connection, then it is possible that a filter has ceased to work properly. To test for this try removing devices from that line one at a time till the issue goes away.

If you identify a problem with a specific DSL filter and need it replaced, or need further assistance, please contact our support department.


 

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When you connect a new computer or router to your Nucleus DSL modem, when using a Personal or Buisness Lite DSL connection, you will be required to register that device before you will be able to access the rest of the internet.

To register a new device open a Web Browser window (for example Internet Explorer) on the new computer, or from a computer connected to the new router. You will be taken to a DHCP registration web page. On this page you will have to enter the DHCP ID and Postal code associated with your account (please note if you do not know your DHCP ID please contact Nucleus technical support for further information as each DHCP ID is unique to a specific connection).

Once you submit that information you will see a list of devices already registered to that account. Please note you may only register up to 2 devices per account, if you no longer require a registration for a previous device please delete that registration from the list before continuing (for example, if you are replacing a router remove), if you are unsure how to determine what device to remove, please contact Nucleus technical support.

Once all unused registrations are removed, click the registration icon. When automated registration completes, power off the router or computer you are registering and then power it back up.


 

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Yes, we offer a dry copper dsl service which is technically still a phone line but without phone service activated to it. Please call our sales department if you are disconnecting your phone line as well as if you decide to go through a dry copper line. We also offer Cable services. I advise you to contact our sales department at 403-509-4960.


 

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No you do not need active phone service to have DSL service through Nucleus. You can setup Dry DSL, which is DSL without an active phone line, with our Sales Department.

Please note that if you cancel your phone service without setting up Dry DSL you will lose DSL connectivity.


 

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Depending on what modem you have the lights will look different.

Below is a list of current VDSL modems that Nucleus Offers, and the normal light behavior:

Ovislink OV303R2 (Blue Modem)
◦ Power light on, solid
◦ ADSL light on, solid
◦ Data light on, flashing
◦ LAN Link on, flashing

Ovislink OV604V (4-port blue modem)
◦ Power light on, solid
◦ ADSL light on, solid
◦ Internet light on, flashing
◦ LAN 1-4 lights will be on and flashing if you have a device hooked to the corresponding LAN port.

If you see any other light pattern than described above it could potentially mean that you have a dead or malfunctioning modem. In such cases, our technicians would like to troubleshoot and/or test the modem with your assistance.

If your modem does show any other pattern please call us at our main Technical Support Numbers.
Calgary 403-509-4960 – Edmonton: 780-448-0460


 

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Yes, the Nucleus speed test can be found at http://speedtest.nucleus.com/

Please note that the test is most accurate when there is minimal load on the connection, such as when the computer doing the test is the only one being used on the connection, and when it is not during peak server load times.


 

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You can head to http://ipcheck.nucleus.com where the IP you are connecting to that site from will be displayed.

This will work for both IPv4 and IPv6 connections, as well as Proxy’ed Connections


 

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Only Modems purchased through Nucleus can be used on the Nucleus network


 

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Since we no longer have data limits. There is no way to check your usage. If you have any further questions, feel free to contact technical support 1-888-466-6336 or 403-509-4960 (Calgary and Area).


 

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A WiFi router can purchased and setup with your connection. For advise on Wireless routers, feel free to contact support.


 

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The recommended connection needed to stream video from companies like Netflix or YouTube are:

Netflix:

  • 1.5 Mb/s for viewing standard definition on a laptop computer. While you can stream Netflix at speeds of 1 Mb/s, the quality will be grainy on a large screen, much like watching an old VHS movie
  • 3 Mb/s for viewing standard definition video (480p) on a TV
  • 5 Mb/s for viewing high-def video (720p, 1080p)
  • 25 Mb/s for 4K streaming

Hulu:

  • 1.5 Mb/s to stream standard definition content
  • 3 Mb/s for 720p high-def videos
  • 6 Mb/s to stream 1080p HD content
  • 13 Mb/s for 4K Ultra HD videos

Amazon Video:

  • 1 Mb/s to stream standard definition content
  • 3.5 Mb/s to stream HD content (720p/1080p)
  • 15 Mb/s for 4K Ultra HD videos

iTunes Video

  • 2.5 Mb/s to stream standard defintion (480p) content.
  • 6 Mb/s to stream 720p HD content.
  • 8 Mb/s to stream 1080p HD content.
  • 25 Mb/s to stream 4k Ultra HD content.

YouTube

  • 2.5 Mb/s to stream 720p HD content.
  • 4 Mb/s to stream 1080p HD content.
  • 15 Mb/s to stream 4K Ultra HD content.

NOTE: Values are per stream

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ADSL is an acronym for Asymmetrical Digital Subscriber Line. ADSL is a technology that allows information to be transmitted on a telephone line at very high speeds. ADSL can serve as a replacement for dial-up Internet access services.


 

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Cable Internet is a technology that allows information to be transmitted via coaxial cable at very high speeds.


 

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With speeds of up to 150 megabits per second, you can experience the Internet as you’ve always imagined it. You’ll be able to blaze through high-bandwidth, graphics-intensive sites, watch live video, download or stream movies on your computer, tablet or phone.

But there’s a lot more to the service than speed:

  • The dedicated, “always on” connection means no more waiting and no more busy signals. You’ll never need to dial in again.
  • Our authorized Nucleus representatives will professionally install the service.
  • Your Nucleus account gives you email addresses and homepage space for the whole family or business.

Nucleus provides great customer service and technical support–everything you expect from a market leader in Internet access.


 

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Nucleus is delivering a number of advanced new services to enhance your Internet experience. These next-generation technologies (such as vDSL) offer greatly-improved speeds over traditional analog Internet connections so you can quickly access high-bandwidth applications and content.


 

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From a practical standpoint, DSL is delivered over the telephony infrastructure and Cable is delivered over the coaxial infrastructure. DSL is delivered on a dedicated connection to your home or business and speeds will not be affected by the usage of your “neighbors”. Cable speeds, conversely, can be affected by the usage of others on your same node as this service is truncated.


 

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DSL modems that are currently supported include:

  • D-Link 300i ADSL
  • Linksys ADSLME3 ADSL
  • Comtrend CT-5621 ADSL2
  • Comtrend CT-5071 ADSL2
  • Comtrend CT-5071T ADSL2
  • Ovislink 303 VDSL
  • Ovislink 604 VDSL
  • Speed Touch 516 ADSL2

Cable modems that are currently supported include:

  • Cisco DPQ 2160 up to Cable 15
  • Motorola SB5101 up to Cable 15
  • Motorola SB5102 up to Cable 15
  • Motorola SB6120 up to Cable 15
  • Thomson DCM475 up to Cable 60
  • Technicolor  TC4300 up to Cable 60
  • Technicolor  TC4350 up to Cable 150
  • Hitron CDA3 up to Cable 150

 

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No. There are no limits on time online. You can stay connected 24 hours a day, seven days a week.


 

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No. Because this is a dedicated service from your home or business to Nucleus, you will never receive a busy signal.


 

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DSL technology is dependent on cable length from your home or business to the Telus Central Office. The longer the cable, the slower speed you will receive. Please contact us to qualify your line or address to provide a better estimate of what speeds you can expect on DSL.

Cable technology depends on the package you chose and isn’t limited by distance. Cable internet speeds can be affected by the usage on your node by other customers.


 

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No special software is required for your high speed access. All operating systems on the market today have networking software built in. Our tech support team is available to help you configure your device.


 

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Please contact Nucleus for more information.


 

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No. Nucleus High Speed Internet rides above your current telephone line and is invisible to anyone calling from your line or into your line. You will never receive a busy signal when using the Internet.


 

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While there is no requirement to sign a contract, discounts on service fees are available to those willing to sign a one-year contract.


 

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All High Speed Internet access services from Nucleus do include IP’s. The number of IP’s given is depended on the service you purchase. Please see the DSL plans for more information.


 

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Yes. Wherever you would like Nucleus to install DSL High Speed Internet access, this will require access to free pair of telephone wire. Nucleus can make arrangements for this at an additional cost.

Cable internet does not require access to a phone line.


 

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Yes. With the a router you can connect as many devices as your router can handle. Most Wi-Fi routers can handle dozens of wireless connections.


 

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The install fee covers the installation of the modem and connection to a router or 1 computer. Most customers purchase a router to connect additional devices. We do not charge for the use of additional devices. Should you require Nucleus to do additional wiring, fees would apply. Contact us for more information.


 

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Yes and No. As long as there is an active telephone jack in the room you are moving to, DSL internet can be moved into this address. Conversely, as long as there is an active Cable jack, Cable internet can be moved into the new room. If you have DSL on dry copper, additional wiring may be necessary.


 

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Yes. You can purchase as many mailboxes as you would like. Please call for current pricing.


 

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The home and business packages do NOT allow users to run servers, by default. The Business packages can have Static IP’s purchased and added if you would like to run servers.


 

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Yes. Telephone and email technical support is still provided to you for all your Internet questions.


 

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Yes. However Nucleus does not install or give technical support for these operating systems.


 

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