FAQ

Digital Telephone

What is it?

The Nexicom Digital Telephone is a new technological device that enables people to use the Internet as the transmission medium for telephone calls through the use of a Digital Telephone Adapter.

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How big is it?

The Digital Telephone Adapter is about the size of a small telephone book. 8” x 11” x 4”.

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How is it installed?

This is a self-install unit consisting of 6 easy to follow instructions included in the Set Up Guide.
No field technician is required for set up. Simply stop by one our conveniently located offices to pick up your unit.

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What if I have trouble installing my Digital Telephone Adapter?

Contact our friendly and knowledgeable staff at the Nexicom Helpdesk at 705-775-6394 or 1-888-639-4266, and they would be happy to walk you through it.

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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

Why does Nexicom prevent other telecommunications services providers (i.e. Bell, Cogeco, Rogers etc.) from coming into our SILEC area to offer their respective services?

Nexicom does not, and can not prevent any provider (i.e. Bell, Cogeco, Rogers) from serving our SILEC areas. Just as Nexicom has chosen to operate as a CLEC in Bell and Cogeco areas, so those organizations could do here. They have chosen not to provide their services in these communities because of the cost to operate in a rural area where customer density is low.

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What does SILEC and CLEC stand for?

SILEC stands for Small Incumbent Local Exchange Carrier. A SILEC is a local telephone company which held the regional control on landline service before the market was opened to competitive local exchange carriers, or the corporate successor of such a firm. The geographical areas that comprise Nexicom’s SILEC territory include the rural villages of Millbrook, Cavan, Ida, Mount Pleasant, Keene, Hiawatha, Lang, and Indian River.

CLEC stands for Competitive Local Exchange Carrier. A CLEC is a telephone company that competes with the already established local telephone business by providing its own network and switching.

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Does Nexicom have a monopoly?

Any other telecommunications company that wants to do business in this area can do so, Nexicom has not, and cannot prevent that. The primary reason other providers have not chosen to provide service in this area is both the low population density of these rural communities, and the prohibitively higher cost of implementing a communications network across larger geographic distances. Because of these factors it is not viewed as an attractive business model, so other companies have chosen not to provide service here as it represents a significantly lower return on investment.

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Nexicom forces us to take a phone we don’t want.

Nexicom is the local service provider in your area (SILEC – Millbrook, Cavan, Ida, Mount Pleasant, Keene, Hiawatha, Lang, and Indian River), which means the lines are owned and operated by Nexicom. We operate in what the CRTC has identified as a high cost serving area. CRTC regulate that Nexicom has an obligation to “stand ready and to serve”. This means that regardless of the location in our exchange, we must have facilities serving each home.  This costs money to build and maintain.  CRTC mandates that basic phone pricing should be similar across the country so rural customers do not pay the full amount it costs to provide this service.  Every Canadian customer pays a portion to a fund that subsidizes those deemed to be in a high cost serving area like ours to keep their rates equitable with those in high density urban areas.  Your phone cost is being subsidized to keep it at this rate. In a non-high cost serving area the Dry Loop is less expensive, but there is no subsidy.

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Why do we require phone in SILEC / Why do we not offer Dry Loop?

Policy:

Nexicom Inc. does not sell standalone Internet access services to customers in our regulated service areas.  Nexicom requires Internet access customers to subscribe to local telephone service as well.

Internet pricing does not include cost to maintain line:

Our retail Internet access monthly rate covers only the cost of the Internet service, and not the cost of the physical line that carries it to your property.  However, even if we were to remove voice service from the line, Nexicom would still incur costs to operate and maintain that physical line regardless of whether that line is copper or fibre.

Dry Loop:

If we were to offer standalone Internet access service, we would have to assess a charge to cover the expense associated with operating and maintaining the physical line.  This is called a dry loop charge.  Nexicom does not have a dry loop tariff and has not applied to the CRTC to offer such a service.  As dry loops are a regulated telecommunication service, we are not permitted to offer them without an approved tariff.

Less costly than Dry Loop:

Nexicom is a small independent local exchange carrier and as such, the costs to serve all customers throughout our serving area are recognized by the CRTC as high cost. The local rate paid by customers for our services is far less than the cost to serve such rural areas. The reason is that the rural areas are widespread and diverse with low customer density (unlike serving downtown Peterborough). Thus, in rural and sparsely populated serving areas such as Nexicom’s, the full cost of offering a dry loop would exceed the current CRTC approved charge for a rural subsidized dry loop line.

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Why doesn’t Nexicom have a Loyalty Department?

Nexicom believes in providing the best price EVERY day to ALL customers. You will never have to waste your time calling in for the latest offer, and you won’t need to worry about a discount expiring because you are always getting the BEST deal possible. You can be assured that all customers are paying the same amount at all times. Note: Only exception is the $10 off for 3 months for new contracts.

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Are there usage limitations?

All of Nexicom’s service plans provide unlimited bandwidth usage, with no caps or hidden limits/fees. However, the Internet speed that you subscribe to will have a direct relation to what you can do online.

As an example, the minimum system requirement for streaming services such as Netflix in High Definition (HD) is 5.0 Mbps. If you only have a 6.0 Mbps connection, most of your bandwidth would be going towards the Netflix video, and that would limit what you can use for the rest of the home.

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What is Digital Telephone?

Digital Telephone (formerly referred to as VoIP) works like a traditional land line phone; however, it is different in that it connects to the Internet, not a telephone line. There are several important factors to consider regarding the impact of this service on your emergency calls.

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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 or a $150 security deposit is required when signing up for services

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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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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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Wi-Fi

Wi-Fi doesn’t work.

Please contact Nexicom Help Desk at (705) 775-6394, then press #2 to troubleshoot and eliminate any equipment or internet service issues.

The air is shared by all transmitters and transmissions by any device at the same frequency can cause interference. Common causes of Wi-Fi interference include:

  • microwave ovens, car alarms, cordless phones, wireless video cameras and baby monitors.
  • Bad electrical connections can cause broad RF spectrum emissions.
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How is Wi-Fi different than Wireless?

Wireless Internet is a type of service that uses radio waves to communicate wirelessly from the location of your home to a tower site equipped with a transmitter/receiver. This technology is used when traditional “hard-wired” methods are not available such as Copper telephone lines, Coaxial cable lines or Fiber lines.

Wi-Fi refers to the local Internet within your home allowing computers, smartphones, or other devices to connect to the Internet or communicate with one another wirelessly.

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Can I get Wi-Fi without Internet?

Yes. Since Wi-Fi is actually the local connection in your home, you can have a Wi-Fi signal for the devices in your home to connect locally to each other. This would allow them to share files/documents around the home , on the same network. (IE. A wireless printer would be on your local Wi-Fi connection and you could send your documents internally to it without using the Internet).

The important thing to note is that without an Internet Service Provider (ISP) like Nexicom behind the Wi-Fi signal, you will not be able to access external locations, such as Google, Facebook, Netflix etc.

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What are the advantages of taking Nexicom Wi-Fi (Router) equipment?

Nexicom routers have been rigorously tested on our network to provide a cost-effective option for customers that require a WiFi signal in their house, without needing to purchase their own router.

If you contact Nexicom with any issues, and it is determined to be an issue with our router, Nexicom will replace the device free of charge.

Our units also provide Nexicom the ability to provide remote access troubleshooting which speeds up issue resolution and service restoration in case of a technical problem.

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Should I supply my own router?

Under normal circumstances, the routers that Nexicom provides are compatible with almost all devices. They are meant to provide the local WiFi signal in your home for your devices to connect to the Internet.

These devices are basically locked down for security purposes, and if you want to take advantage of the handful of special features offered by some router manufacturers, it would be an option to purchase your own. Some very specific features might include Port Forwarding, Quality of Service settings, Range boosting, DMZ settings.

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