Frequently Asked Questions

• What is the Advance Pay age limit?

  Customers must be at least 14 years of age to activate an AP service.

• How can I view usage on my Advance Pay account?

  Sign up for NTW Online Bill at no cost to view current usage!

• Can I set up Hotspot on an AP account?

  We offer Advance Pay plans that include mobile hotspot. See https://www.nex-techwireless.com/plans#prepay  for full details. 

• Can I renew my Advance Pay plan early?

  Yes. If requesting to renew the currently assigned plan, the new month will start when the current plan expires. However, if changing from one plan option to another, the change will take effect immediately and cannot be set to start on a future date. 

• Can I renew my Advance Pay service online?

  You will need to visit a location near you to renew your Advance Pay service. 

• What is NOT eligible for the Buyout promotion?

  Subsidized contracts, including 1 and 2 year term, basic phones, and Advance Pay are not eligible for the Buyout promotion. 

• What should I do if settings for email servers are requested?

  When setting up a device, settings for email services may be requested. Click HERE for the most common email server settings. We have also included a list of settings for local internet providers. 

• What is the Nex-Tech Wireless Freedom Program?

  Nex-Tech Wireless Freedom allows users to pay for a device over 1 to 36 monthly payments rather than paying for it upfront. The sales tax will be due at the point-of-sale and then monthly payments will appear on the invoice until the device is paid off. 

• Why choose Nex-Tech Wireless Freedom?

  • purchase a new device with a low monthly payment
  • enjoy the latest technology available by upgrading your device more frequently
  • eliminates the need for a long-term contract

• Who is eligible for the Freedom program?

  To be eligible for NTW Freedom, new customers must pass a credit check. Advance Pay accounts are not eligible. 

• What if I do not send in my old device entered as a buyback?

  If the expected device is not received within two weeks, a charge for the device will be applied to the customer account. 

• Can I pay more than my scheduled monthly NTW Freedom installment?

  No. Unless paying off 100% of the device, which can be done at any time. 

• How can I view the remaining balance of my NTW Freedom device?

  The remaining number of payments will appear on each monthly invoice. Payoff information can be viewed in Online Bill. Additionally, any NTW representative can provide a payoff balance. 

• If my device is lost, stolen or damaged, will I still need to make my monthly payments?

  Yes. You'll continue to be responsible for your monthly payments under the NTW Freedom Agreement. We encourage you to sign up for Phone Guard to protect your device. 

• If I voluntarily suspend service to my phone, am I still required to make my monthly NTW Freedom payments?

  Yes. If you voluntarily suspend service to your device, the installments will continue to be billed. 

• What is the upgrade option under NTW Freedom?

  Each line of service can have only on Freedom Agreement at a time. After 100% of the device has been paid off, a new device can be purchased under NTW Freedom or a subsidized device can be purchased with a service contract. 

  At any point in a service contract, a new device can be purchased under NTW Freedom. A fee will be due dependent upon time in existing contract and device type. 

• Is a device purchased with NTW Freedom covered under the 1-year warranty and 30-day return policy?

  Yes. Installment devices are covered by these policies. 

• What happens if I participate in the handset buyback program and have personal data on my phone?

  We will ask and strongly recommend that you clear any personal data off of your device before turning this in for the handset buyback program. 

   We care about your personal information, and will make every effort to wipe all data from your device. However, there are some instances that this may not be possible (unreadable screen, won't power on, etc.). 

• What kind of environmental standards do you adhere to when recycling and disposing of used devices?

  Our specialty is reusing products, and we keep very little scrap. We strive to keep to the highest environmental standards. 

• What happens to phones traded in on the buyback program?

  When a phone comes in to our distribution center we make every attempt to ensure data is wiped from the device.

  If condition permits, we may repackage it and sell it at an affordable price to eligible markets.

  If the device cannot be used we partner with a third-party to safely and securely recycle the unit.

• Where can I find Terms & Conditions?

  Click HERE for a copy of our Terms & Conditions. 

• What if I'm receiving an error opening my Visual Voicemail on my Android?

  We are aware of a bug related to the most recent software update that results in an error of "There is no sim in the device. Please Exit the app." appearing. To resolve please follow these steps:

  • Navigate to Settings > Apps
  • Locate the NTW Visual Voicemail App and click on it
  • Click on Storage
  • Click Clear Data - this will open a confirmation prompt - Click Ok
  • Now open the app on the device
  • Allow all permissions as prompted
  • App will now be working and all stored voicemails will appear

   

  If app is unavailable, please contact NTW Customer Care for assistance at 877-621-2600, or 611 from your NTW phone.

• What do I do if I cannot place calls?

  • If you get the message "This account cannot be activated," then the programming is incorrect. If you are in the local area, take the device to a local office to have the device reprogrammed.
  • If you get the message "Please continue to hold," then the programming is incorrect. If you are in the local area, take the device to a local office to have the device reprogrammed. 
  • If this does not seem to correct the issue, call Customer Care at 611 or 877-621-2600.

• What do I do if I cannot receive calls?

  Are you unable to receive any calls or is it just some calls?

  • When receiving a call and it goes directly to voicemail, check to make sure Do Not Disturb is set on their line. 
  • When receiving a call and only the contacts are able to call the number, check to make sure you don't have incoming call restrictions set to contacts only. 
  • If you have a smartphone, check to make sure you do not have an app that is blocking the calls. Also, make sure you don't have "send to voicemail" set up in their contact.
    • when attempting to receive a call, if it rings several times and then it tells you the line is not activate - call Customer Care at 611 or 877-621-2600 to check Voicemail on your line.

  Samsung Galaxy devices - if you are unable to receive calls/texts from certain numbers, be sure you don't have that number blocked as SPAM. CLICK HERE for instructions to check this setting. 

  Apple devices - If you are unable to receive calls/texts, be sure Do Not Disturb is turned off. CLICK HERE for instructions to check this setting. 

• What do I do if I cannot send or receive Short Message Services (SMS/Texts)?

  If you recently ported your number to NTW it can take anywhere from 24-48 hours for inter-carrier text messaging to begin working properly. 

  Do a battery pull/Power Cycle.

  If this does not seem to correct the issue, call Customer Care at 611 or 877-621-2600.

• What do I do if my phone is subscribed to service but will not call/text/browse?

  You may be in an area with poor wireless coverage. If you are indoors, try moving closer to a window or the perimeter of the building, or try going outside. If changing your location does not solve your problem, try restarting your phone by turning it off and then on again. 

  If this does not seem to correct the issue, call Customer Care at 611 or 877-621-2600.

• What should be included in a Trouble Ticket for an issue regarding dropped calls?

  Please provide examples that include the following:

  • Service number experiencing drop(s)
  • Date and time of drop(s)
  • Number you were talking to when the drop(s) occurred

• What should be included in a Trouble Ticket for an issue regarding No Service/Poor Service?

  Please provide examples that include the following:

  • Service number experiencing the issue
  • Exact location - Address
    • Driving directions to the location are extremely beneficial as well. 

• What should be included in a Trouble Ticket for an issue regarding Cannot Place/Receive Calls?

  Please provide examples that include the following:

  • Service number experiencing the issue
  • Number you are trying to dial or receive calls from

• What should be included in a Trouble Ticket for Data Issues?

  Please provide examples that include the following?

  • Service number experiencing the issue
  • Exact location - address (if available)
    • Driving directions to the location are extremely beneficial as well.

• What should be included in a Trouble Ticket for Messaging Issues SMS/MMS?

  Please provide at least 3 examples that include the following:

  • Service number experiencing the issue
  • Handset model
  • Number you are trying to message or receive messages from
  • Date and time of messages

• What can I expect on my first bill?

  • Your first invoice may contain prorated charges for a partial month of service (the date you set up your service through the first billing date) as well as next month's charges in advance. The dates covered will appear on the invoice. 
  • Equipment charges for your monthly device charge under your Freedom Agreement.
  • Taxes, Surcharges and Fees are defined on the last page of the invoice.
  • Click HERE for more information on how to read an invoice. 

• What are the features of my Online Account?

  The benefits of having an online account include the following:

  • View summary of Invoice
  • View summary of device, contract and plan
  • Change profile - including Forgot Password and Change Password
  • Link in to Online Account Detail
    • View current usage such as airtime, roaming minutes, messages and data
    • View account details such as wireless numbers, state dates for contracts, plan and monthly charges
    • Add a new account contact or view current account contacts
    • Make payments
    • View current bill
    • Change billing options to paper bill or online view only

• What important information should I know about porting my number?

  • The porting process can take 24-48 hours depending on which previous service provider owns the number.
  • Not all phone numbers are eligible for porting. 
  • If a number cannot be ported, Nex-Tech Wireless will notify the customer as soon as possible.
  • The new customer must not cancel service with the existing service provider until after the port is complete. Then the customer should call the existing provider and confirm that the account has been disconnected. 
  • If the customer has number that they are porting on more than one account, Nex-Tech Wireless would need the information for each account. Additionally, Nex-Tech Wireless also would need to know which ported number goes to which account. 

• Can I share diagnostics and usage information on my Apple device?

  Click HERE to see how to share diagnostics and usage information with Apple in iOS. 

• Can I share diagnostics and usage information with my Android device?

  Click HERE to see how to share diagnostics on your Android device.

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