FAQs

NextLevel is committed to making telecommunications as easy as possible. To that end, we’ve compiled a few of the most frequently asked questions we get asked. Some of the answers below have links within our site, which you can visit to learn more about the topics mentioned. This site changes frequently. As we receive questions from our customers, we update our Frequently Asked Questions.

General FAQs

What does NextLevel do?

NextLevel provides premier unified voice and data communications solutions, along with comprehensive customer support. NextLevel helps businesses leverage cutting-edge technology that enables them to compete directly with large enterprise. NextLevel’s experience can help you discover how your company can save money and time by utilizing advanced Voice and Data technologies.

How good is NextLevel’s service?

NextLevel takes service seriously. If you’re having a problem, we’ll call you! Our service staff is available 24×7 to answer any questions you might have and solve any problems that might arise.

Who are NextLevel’s customers?

NextLevel clients range from mission critical, first responders to a wide range of commercial businesses supporting as few as ten users to more than 1000 in multiple campus and remote locations.

Billing FAQs

What is MRC? What is NRC?

These acronyms refer to specific types of charges on your bill. MRC stands for Monthly Recurring Charge, and typically refers to the monthly payments you make for your services. NRC means Non-Recurring Charge, and is the money you pay initially for installation and initialization services.

What is a DID cost recovery fee?


A DID cost recovery fee is a government-mandated fee charged by all telecommunications providers to cover the cost of 911 service and various charges incurred by the provider. It is assessed at the same rate for each DID.

How can I get a copy of my invoice?


If you need a copy of your invoice, simply call or email our billing department at (858) 836-0704 or email billing@nextlevelinternet.com.

Why isn’t my invoice charge equal to my MRC?


Your invoice charge includes your Monthly Recurring Charge (MRC) as well as any additional tax recovery fees, late fees, or additional charges that may be assessed.

Engineering FAQs

What is NAT traversal?


NAT means Network Address Translation. When you connect to the Internet, information you send and receive is typically passed through a firewall, which protects your network infrastructure from hackers. Each individual network that is connected to the public Internet is identified by an IP address. Devices on the outside of your firewall see your publicly-routed IP Address; devices on the network inside of the firewall are addressed with private, non-routable IP addresses. When information passes through the firewall, it does so in the form of data packets. Each packet contains a header, telling it where it’s from and where it’s going. When a packet passes through the firewall to the public Internet, the private IP address is replaced with the publicly-routed IP address. When information passes from the public Internet through the firewall, the publicly-routed IP address is replaced with a private one and routed to the appropriate device.

How is SIP affected by NAT traversal?

SIP messages, which are carried inside of data packets, also include IP address information. Traditional NAT does not open the packet to change the IP information inside the SIP message. Therefore, the VoIP provider will not be able to send the call to the appropriate location. SIP requires a device to open the packet and adjust the IP information as it passes through the firewall. Some firewall devices, known as Application Layer Gateways (ALGs), have the ability to make this change inside the SIP message. Though several ALGs are capable of SIP NAT traversal, NextLevel Internet supports the Cisco ASA/PIX. Other firewalls, including Sonicwall, Edgwater and Ingate ALGs have this capability, but NextLevel Internet can only provide technical support for the Cisco ASA/PIX.

How do I know that I’m having a NAT-traversal issue?

NAT-traversal problems manifest themselves in several easy-to-identify ways. If you are experiencing any of the following problems, you may have a NAT-traversal issue:
1. Are you having one-way audio?
2. Is the call setting up (ringing), but missing sound?
3. Are calls not setting up in the first place?
If you are experiencing any of these issues with your hosted Voice service, call NextLevel’s support team at 858-836-0700.

How do I handle a NAT-traversal issue?

NextLevel has several different options to help you deal with technical difficulties. If you are having difficulties, please email support@nextlevelinternet.com. Please note that there may be a fee associated with NAT-traversal issues if NextLevel engineering is required to fix the issue. If your network uses the Cisco ASA/PIX, or we should be able to troubleshoot your problems remotely. If you don’t currently use one of these NextLevel-supported devices, there is another option. If you assign a public IP address directly to your phone, you will obviate any NAT-traversal issues, because there is no translation necessary. This option does, however, leave your system vulnerable to attack. NextLevel does not recommend this option.

Does NextLevel support NAT Traversal devices?

NextLevel supports Cisco ASA/PIX devices. Other devices capable of SIP packet translation are available, but NextLevel does not offer technical support for their use.

What is a SIP-aware firewall?

Another name for ALG, a SIP-aware firewall is a device capable of handling the translation of SIP-packet IP addresses as the packets traverse the firewall. NextLevel provides technical support for the Cisco ASA/PIX firewalls for SIP-packet translation.

What is far-end NAT traversal?

Far-End NAT traversal is a method of accomplishing for more information on NAT traversal. NextLevel does not utilize Far-End NAT Traversal, because doing so would introduce unnecessary delays and latency into our customers’ voice traffic. NextLevel places paramount importance on the voice quality of our service, and we feel that accomplishing NAT traversal on the customer’s premise is a far more effective and efficient technique.

What is call QoS?

QoS stands for Quality of Service. Quality of Service (QoS) is the idea that transmission rates, error rates, and other characteristics can be measured, improved, and to some extent, guaranteed in advance. Is the sound clear? Is there any jitter or latency? These are questions that determine the level of QoS. At NextLevel, we pride ourselves on being an industry leader in QoS. Our engineers work tirelessly to ensure the highest possible level of QoS for our customers.

FAX FAQs

How long does it take before I will receive my faxes?

Your fax messages should appear on the “VIEW FAXES” page within 5-10 minutes. Sometimes this timeframe can be exceeded due to unforseen circumstances, but please be assured they will arrive as soon as possible.

What is the default number setting for on the Fax Numbers page?

This setting allows you to specify which number should be used as the from-number when sending faxings with our MyNLVfax software.

How do I send faxes via Email with the Email-to-Fax service?

To send a fax using our Email-to-Fax service simply send an email using the following parameters: Emails can be sent with either a single attachment or multiple. There is no limitation to how many files can be sent per email-to-fax.
Attachments may be sent in JPG, PDF, Adobe PostScript, TIFF, Microsoft Word, Excel, CSV, HTML & Plain Text formats.
To: <10_digit_number>@emailyourfax.com, @emailyourfax.com
From: authorized@email_address.com
Subject: 
Body: or text if using the cover page feature
Upon submission our system will reply with a confirmation or rejection notice with explanation.
New faxes sent with this service will be displayed on the “FAX STATUS” page with their current status.

How do I add a cover page?

Simply add “cover page” after your Fax DID number to the subject line of your email. The Body of the email is then parsed to create a cover page for your fax.

How do I add or remove Authorized Email addresses so I can send to number@emailyourfax.com?

To view or edit your list of current emailyourfax.com Authorized Email addresses please click here. If an edit menu does not exist, contact your account manager for permission.

How do I change email addresses that new faxes are sent to when I receive them?


Click the Fax Numbers page and choose “Emails” under the Action menu. If this item does not exist on your screen, contact your account administrator to get access.

Installation FAQs

What sort of installation support do you provide?

When you sign an agreement with NextLevel, a project coordinator will guide you through every step of the process…from scheduling to installation.

What is the extent of the customer’s participation in the activation?

NextLevel organizes the entire installation process. The customer only has to be on-site during the activation process.

How long does the installation process take?

For most business clients, the process will take 30-40 days, depending on the location of the installation. Our experienced service and installation team will guide you through the process, every step of the way.

I need my access sooner. Can the installation finish before the 30 to 45 business day interval with out an expedite?


Yes. In some cases, if the customer’s site is ready, the process can move more quickly. Ask one of our Service Representatives what you can do to make sure the process is as short as possible.

What is an expedite?

NextLevel recognizes that business clients need their data connections to be on line as soon as possible. Sometimes, the installation process can proceed more quickly with an expedite order. This feature costs more up front, but results in a shorter installation process. With an expedite, the carrier will typically have an install done in 15-20 business days instead of the regular 30-40.

What is a demarc?

A demarc is the door to your Top Tier. The carrier will make a connection from its network to your physical location. It looks like a normal phone jack, and is where you “plug in” to the internet.

What is a demarc extension?

A demarc is the main point of entry (MPOE) to the facility, which is determined by the LEC. That’s where everything comes into the building. With a demarc extension, the LEC will extend the demarc from the point of entry to the customer’s specified location.

What is the cost of a demarc extension?

This cost varies with the LEC. Some carriers do it by the hour, others have a pre-set fee. In most cases, NextLevel includes the cost of the demarc extension in the form of an Install Fee.

Can we have the LEC extend the demarc while onsite for the installation and it not be on the order?

No. If customers want an extension, they need to have it set up beforehand.

What is the MPOE?

MPOE stands for main point of entry. This is the same as the demarc.

Who determines the MPOE?

The carrier determines the MPOE. The customer does not have input in this process. This is the point of having a demarc extension.

What is a smart jack?

A smart jack is the same thing as a demarc. It is where you “plug in” to the internet.

How fast can I get my order provisioned?

NextLevel works hard to get your business up and running as quickly as possible. Our project coordinator will get your order provisioned often in the same business day.

Operational FAQs

How long is it going to take to fix my issue?

NextLevel takes customer support very 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 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’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 support / provide email servers?

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

Does NextLevel 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.

Support FAQs

How can I open a trouble ticket?

With NextLevel’s 24/7 proactive monitoring service, if you’re having a problem, we’ll call you. If you do need to call in for support, our support line is 858-836-0700.

What are my options to pay my bill?

NextLevel sends bills electronically on or about the 14th of each month. Please send remittance to the following address:
NextLevel, Inc.
Attn: Accounts Receivable
PO Box 502661
San Diego, CA 92150-2661

What are my options to make changes to my services?

To upgrade or downgrade your service there are several options that can be discussed with your Account Executive. If you are not sure of your Account Executive’s contact information, please call Customer Care at 858-836-0703.

What sorts of guarantees on latency does NextLevel offer?

NextLevel offers each of our customers an industry-leading service level agreement. Our overriding concern is customer satisfaction, and this is reflected in our commitment to service excellence, as reflected in our SLAs, which provide specific performance and service guarantees. The end result is that our customers can enjoy complete comfort and confidence.

Does NextLevel offer USA based support, or is it outsourced to a different country?

NextLevel currently offers 24×7 support from San Diego, California. Our business clients have found this to be a terrific added value to NextLevel’s service.

Does NextLevel guarantee that my employees will achieve 1.5mg uploads/downloads?

Yes. NextLevel believes consistent, reliable data and voice connections are essential to success for our clients. We pride ourselves on providing this service, and this guarantee is tied to our industry-leading SLA. You will always receive the specified speed capability.

What is the guaranteed response time if there is a problem with the circuit?

NextLevel realizes that when your internet access is down, your business is not making money. Most of the problems are such that we can solve them remotely. We have extensive relationships with each LEC, so if there is an issue, we have the ability to resolve it quickly and efficiently. When you sign with NextLevel, you receive the added value of our experienced, dedicated in-house service and support for mission-critical clients.

What guarantees does NextLevel offer for its Voice service?


NextLevel has industry leading Voice SLAs. Our hosted Voice service is guaranteed to have maximum uptime and minimal latency and jitter issues.

VoIP FAQs

What is VoIP?

VoIP is a means of transmitting voice signals over a digital network. Businesses are turning to Voice over IP (VoIP) solutions as an alternative to traditional Public Switched Telephone Networks (PSTNs). Instead of your voice being transmitted over analog phone lines, your calls will be routed through networking equipment and travel by way of Internet Protocol. Since phone calls are placed through a data connection, phone companies and long-distance charges for peer-to-peer calls are bypassed. Commercial users of VoIP technologies can save money and cut costs by using the NextLevel Voice Solution.

Do I need VoIP?

Many businesses can save money by switching to NextLevel’s hosted Voice Solution for their unified communication needs. Additionally, the option of running voice and data communications over the same circuits can save you money and make your company more efficient.

Can VoIP make my business more competitive?

Definitely. Depending on your communications needs, NextLevel’s hosted Voice Solution has the potential to deliver significant cost savings on communication and increased efficiency enhancing features, letting you allocate valuable resources where they should be allocated… growing your business.

What kind of equipment do I need for VoIP?

NextLevel offers a hosted Voice Solution, allowing you to avoid the hassle of maintaining your own equipment. NextLevel’s hosted Voice Solution can streamline your operations.

What is SIP?

SIP is a process that allows for creating, modifying, and terminating multimedia sessions with one or more participants. These sessions include internet telephone calls and multimedia conferences. SIP is widely used as a protocol for Voice over Internet Protocol.

What is SIP trunking?

SIP trunking is a means of leveraging the powerful SIP technology to provide dedicated multimedia support to a physical location. A SIP trunk is a connection between your IP network and the SIP network of your telephony provider – in essence, a SIP trunk is a phone line. NextLevel is a leader in SIP trunking technology, with an active and experienced research and development team and exceptional customer support.

Why should I go with SIP?

SIP is easy to use, is scalable, and saves companies money. With SIP, you can buy exactly the number of lines you need. You can route calls to any domestic physical location, and you can leverage your existing infrastructure to maximize your investment potential.

What is hosted PBX or hosted Voice Solution?

NextLevel offers business the option of avoiding the purchase and maintenance of expensive telecommunications equipment. Hosted PBX or hosted Voice Solutions are best for businesses that want to “get out of the business of telecommunications management.”

How does NextLevel’s Voice service work?

We offer inbound, outbound, and two-way calling with a variety of available features. Contact your Account Executive for specific details on how NextLevel’s Voice service can give your business an edge over the competition.

What features does NextLevel’s service have?

NextLevel offers a variety of Voice service packages with a myriad of features, priced and configured according to the specific needs of your business. We are a complete business unified communication solution provider. Contact your Account Executive for specific details on how NextLevel’s Voice service can give your business an edge over the competition.

What is E911?

E911 is an improvement to the traditional 911 Emergency phone system. E911 provides emergency operators with a physical address for each incoming call. This offers obvious public safety advantages. Some VoIP providers (like Vonage) direct 911 calls to a central operator, who will gather the necessary address information and forward it to the authorities. E911-compliant systems connect you – and your address – directly to the local public safety officials. Our Enhanced Lines are fully E911-compliant, offering you and your employees complete peace of mind.

Why are NextLevel’s SIP trunks better than the competition’s? 


NextLevel provides superior SIP trunks and call-routing technology. Our routing networks are structured to provide the most direct route for your calls. NextLevel employs multiple call gateways, assuring faster and better connections for your calls. This means reduced latency and coverage of over 30% of the domestic service area. All of this translates into superior business performance. Contact one of our Account Executives to learn the benefits of NextLevel’s Voice solution.

Does NextLevel offer international phone numbers?

NextLevel provides local numbers in more than 5,300 domestic service areas. At this time, we do not provide international numbers.

Can I get a custom toll-free or local number?

NextLevel has access to a stock of more than 2 million voice-capable SIP trunks, offering full Local Number Portability (LNP) compliance. We support local call origination from 5,300+ rate centers, covering 300+ markets. Our service footprint covers 93% of the U.S. population, with 1,000 to 10,000 phone numbers available in each unique rate center. We can request specific numbers, but cannot guarantee them. Our number porting service allows you to move the custom numbers you currently have to a NextLevel Voice system.

Can I keep my phone number?

Most likely. Along with many other features, NextLevel supports number porting from almost all service providers. We can configure your system with your current numbers, offering your customers and employees a seamless transition.

How long does it take to get a new Hosted Voice system?

If you already have an internet connection with us, we can get your new hosted voice solution up and running in 5-7 business days. We maintain a large stock of local numbers in more than 300 markets, so we probably have the numbers you need in stock. If we need to secure additional numbers, the process will take 7-14 business days.

Does NextLevel offer an unlimited long distance plan?

NextLevel’s SIP trunking and hosted IP-PBX services offer rates as low as $0.025 / minute for long distance.

How many rate centers are there?

NextLevel offers local numbers in more than 5,300 rate centers in the U.S., covering 300+ markets and serving more than 93% of the U.S. population.

What type of equipment will I need to move to a NextLevel system?

We can help you acquire the equipment necessary to convert your analogue voice equipment to VoIP technology.

How much bandwidth does each phone call take?

The amount of bandwidth for a call depends on the codec that is being used. The g.711 codec requires about 80-90kbps per call, while the g.729a codec requires about 30kbps.

What codecs do you support?

NextLevel supports both the g.711 codec and the g.729a codec. The g.711 codec requires about 80-90kbps per call, while the g.729a codec requires about 30kbps.

Does NextLevel support IAX trunking?

NextLevel is a complete SIP trunking communications system provider. At this time, we do not support IAX trunking

Will your SIP trunks work over our existing data connection?

NextLevel recommends a Top Tier data connection from NextLevel for the best call quality. Top Tier lines offer the best combination of uptime, stability, and reduced latency.

How long are the service contracts?

NextLevel offers one, two, or three-year Voice and Data Agreements. By signing a longer contract, you can lock in lower rates and reduce some installation charges. Additionally, NextLevel offers the ability to renegotiate pricing options at the end of a contract term.

What sorts of service guarantees does NextLevel offer? 


NextLevel offers some of the most comprehensive SLAs in the industry. Our U.S.-based customer support team is available 24x7x365 to solve all of your communications issues.

What guarantees on latency does NextLevel offer?

NextLevel offers each of our customers an industry-leading Service Level Agreement. Our overriding concern is customer satisfaction, and this is reflected in our commitment to service excellence, as reflected in our SLAs, which provide specific performance and service guarantees. The end result is that our customers can enjoy complete comfort and confidence.

How many DIDs are included?

NextLevel’s Voice service includes one DID per Enhanced line ordered. There are three options geared for maximum flexibility for your business.

What are international rates?

NextLevel offers very competitive international rates. Contact one of our Account Executives for specific pricing details.

How long does porting numbers take?


NextLevel can transfer your existing phone numbers to your new hosted Voice system. Line forwarding typically takes less than an hour; however, it typically takes 3-4 weeks to complete the porting process, depending on how many numbers you have to transfer.

Can I get new numbers as I need them?


Absolutely. Flexibility is a hallmark of NextLevel’s Voice service. We can add additional DIDs at any time.

What is E.164 Numbering?

E.164 Numbering is the international standard for assigning telephone numbers. Almost all of NextLevel DIDs are E.164-compliant, which means that phone systems anywhere in the world can reach them.
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