Nucleus takes pride in providing the highest levels of customer service. No matter your issue, all customer complaints are taken seriously. If you are dissatisfied with your Nucleus service, or have any other complaint, follow the instructions below to find support or to report your issue.
Step 1: Visit The Nucleus Support Articles
Nucleus has support articles to help answer many questions you may have instantly. Visit the support articles to find answers to common questions, technical support and troubleshooting tips.
If you are unable to resolve your issue with information provided in the support articles, please contact Technical Support.
Step 2: Contact Technical Support
The Nucleus Technical Support team have the tools and training required to resolve any issue you may have, as well as answer many questions.
You may reach Nucleus Technical Support the following ways:
- By calling:
- Calgary: 403-509-4960
- Edmonton: 780-448-0460
- Toll Free: 1-888-466-6336
- By emailing: support@nucleus.worldline.ca
Step 3: Ask For a Supervisor
If you are dissatisfied with the response you may have received from any of our departments, you may ask for your matter to be escalated to a supervisor. Supervisors will work closely with you to understand and resolve your issue.
Step 4: Submit a Written Complaint
If you have followed Steps 1, 2 & 3 and your issue still remains unresolved, you may email feedback@nucleus.worldline.ca. We will investigate further into your issue and will normally provide a response within 2 business days.
Commissioner for Complaints for Telecommunications Services (CCTS)
CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.
To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687.
