Operations FAQs

• How long is it going to take to fix my issue?
NextLevel Internet takes customer support seriously. We employ highly trained technicians to keep you up and running. Many problems can be resolved remotely, while some problems require a more in-depth approach. Our SLA details the specific customer service guarantees you can count on.

• How do I request a credit on my account?
If there is an issue that we were not able to resolve within the time specified in the SLA, just email our Billing Department billing@nextlevelinternet.com, who will work with you to arrive at a solution.

• When does billing start on service?
NextLevel Internet works to get you up and running as soon as possible. Our billing department will begin billing on the day the circuit is delivered to your main point of entry.

• What happens if I move?
NextLevel Internet's project coordinators work hard to make your company's move as seamless as possible. They will make the necessary arrangements set up your service and get it connected at your new location. Remember that standard moves take between 30-40 days.

• Does NextLevel Internet support / provide email servers?
At this time, NextLevel Internet does not support or provide email servers. We do provide mail spooling. Mail spooling allows NextLevel Internet to capture your otherwise lost e-mail on one of our servers and later forward those e-mail to you when services are restored. You must host your DNS with NextLevel Internet to participate in our mail spooling program.

• Does NextLevel Internet have a user’s guide for my phone system?
A user’s guide is provided at the time of installation. If you have lost your guide, please e-mail support@nextlevelinternet.com for a copy.