FAQ

DSL Questions

If I cancel my home phone, will my DSL internet be affected?

As the DSL service operates on the phone line, cancelling your landline phone will cause your DSL service to be removed from the line.

If you are planning on cancelling your phone service, please call us beforehand at 705-775-6394 or toll free at 1-888-639-4266.

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How long will it take before my DSL service is active?

Generally it takes between 5 and 10 business days from the day we receive the signed application for the line to become active for the DSL service.

Note: When performing a move of service for DSL, it follows the same 5-10 business day timeline as it requires a new order to be placed for the new address. If you let us know far enough in advance, we can do our best to make sure it is active for when you move in.

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What is my wireless password?

If you have our Comtrend AR-5381u wireless modem, the password for the wireless connection is the last 10 characters of the MAC address written on the bottom of the modem.Note: Any letters that appear in this password must be capitalized. This password will only contain the letters A-F so anything that may look like the letter O is actually the number 0.

If you have our ZyXEL P-660-HN-51 wireless modem, the password for the wireless connection will be printed on the bottom of the modem on the spot labeled WPA-PSK Key. Note: This password is case sensitive and must be typed exactly as it appears on the bottom of the modem.

If you have your own personal wireless router (D-Link, Linksys, TP-Link, etc.), the wireless password would be something that was created during the initial setup of the router and is something that we will not have in our records. The person who performed the setup of your router will be the person who has this information.

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What is a “Dry Loop”?

A “Dry loop” is a copper line going to a customer’s house that carries a high-speed data signal without an active dial tone on the line.

As using a “Dry loop” service takes away the ability for phone to be used on that cable pair, the maintenance fees for the lines are no longer covered in the cost of the service so an additional band rate tariff is charged monthly to cover this cost.

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Email Questions

What are my email server settings?

If you are using a nexicom.net email address, your mail server settings are as follows:

 

Server Type – POP or POP3

 

Incoming Server Name – mail.nexicom.net

Incoming Server Port – 110

SSL – No

Authentication – Password

User name – Your full @nexicom.net email address

Password – Your Nexicom password

 

Outgoing Server Name – outgoing.nexicom.net

Outgoing Server Port – 587

SSL – No

Authentication – Password

User name – Your full @nexicom.net email address

Password – Your Nexicom password

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Errors and Troubleshooting

What is Error 691?

Error 691 is an authentication error that occurs when either the username or password entered was incorrect.

 

Things you can try when receiving this error:

  • Retype the username and password
  • Ensure that the username is following the proper format (username@nexicom.net)
  • Make sure your Caps Lock is off when typing the password as it is case sensitive
  • Delete and recreate the connection on the computer

Note: Some dial-up users will need to use the formatting idm/nexicomflat/username@nexicom.net for their username.

If the above suggestions don’t work for you or you cannot remember what your username and/or password might be, please give our Internet Helpdesk a call at 1-888-639-4266.

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General Information

How much am I allowed to download/use each month?

With any Nexicom high speed internet service you are allowed to download/use as much as you want without incurring any extra charges. All of our high speed internet services include unlimited usage with no download caps for no extra charge.

What this means is that there are no such thing as overage fees for Nexicom high speed internet usage. You can download as much as you want and watch as many online videos as you want without having to pay any extra charges to Nexicom for usage.

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What do I need to provide you with when signing up for service?

When completing a new application we require one form of one of the pieces of ID listed below, Pre-Authorized Payment information (Credit card, Chequing account), and a signature on the application.

Accepted form of ID:

  • Status Cards
  • Driver’s Licence
  • Birth Certificate
  • Ontario ID card
  • Passport
  • Military ID
  • Gun Licence

 

 

Note: Pre-Authorized Payment information is only required when signing up for an internet-only or VoIP service unless you provide a $100 security deposit ($150 for our wireless service).

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How much does it cost to move my service to a different address?

If you are a Dial-up customer, there is no move of service fee to change to a different address.

If you are a Telephone, DSL Internet, Cable Internet, or Cable Television customer, there is a $50 move of service fee to change to a different address.

If you are a Wireless Internet customer, there is a $149 fee to move to a different address as it will require a new install of our wireless equipment at the new location.

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Where is your office located?

The Nexicom office in Millbrook is located at 5 King Street East, Millbrook, Ontario, L0A1G0.

The Nexicom office in Peterborough is located at 306 Stewart Street, Peterborough, Ontario, K9J3N1.

The Nexicom office in Lindsay is located at 55 Kent Street West, Lindsay, Ontario, K9V2Y3.

The Nexicom office in Lakefield is located at 135 Queen Street, Lakefield, Ontario, K0L2H0.

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How can I contact you?

We can be contacted by phone, fax, mail, or email using the contact information provided below.

Toll Free Number : 1-888-NEXICOM (639-4266)
Phone Number : (705) 775-NEXI (6394)
Helpdesk Fax Number: (705) 932-2242 or 1-877-634-8148
Customer Service Fax Number:(705) 932-2329

Email Inquiries:
General Information: customerservice@nexicom.net
Technical Support: support@nexicom.net
Business Sales: sales@nexicom.net
Cable TV: cabletv@nexicom.net
Telephone: telco@nexicom.net
Security Systems: security@nexicom.net

Cable TV Support:
Toll Free: 1-888-639-4266
(705) 932-8000 or (705) 295-8000
Repair Line: 1-866-639-2586

Mailing address: 
Nexicom Inc.
5 King Street E., Millbrook, Ontario, L0A 1G0.

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What are your hours of operation?

Our Customer Service office in Millbrook is open Monday to Friday from 8am to 5pm.

Our Customer Service office in Lindsay is open Monday to Friday from 9am to 5pm and Saturday from 9am to 1pm.

Our Customer Service office in Peterborough is open Monday to Friday from 9am to 5pm and Saturday from 9am to 4pm.

Our Customer Service office in Lakefield is open Monday to Friday from 9am to 5pm and Saturday from 9am to 4pm.

Our Internet Helpdesk is open and taking live phone calls Monday to Friday from 8am to 10pm, Saturday from 8am to 5pm, and Sunday from 9am to 5pm.

 

Our Customer Service offices and Internet Helpdesk will be closed for the following Statutory holidays: New Year’s Day, Canada Day, Christmas Day, and Boxing Day.

Our Customer Service offices will be closed while our Internet Helpdesk will remain open between the hours of 9am and 5pm for the following Statutory holidays: Family Day, Good Friday, Victoria Day, Labour Day, and Thanksgiving Day.

Both the Customer Service Team and the Internet Helpdesk will be open until 4pm on Christmas Eve and New Year’s Eve.

Both the Customer Service Team and the Internet Helpdesk operate during regular hours of operation on Remembrance Day.

 

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