Voice Service Support

Get the support you need for your Nextlink voice service here.

Troubleshooting Tips

Your phone line is dependent on the internet, so you will need to verify that your internet service is up by opening a browser and going to a website that has the day’s date and time displayed. If the site loads but the date and time are wrong, then you most likely do not have an internet connection. Please contact our support team to assist you further. If you have an internet connection, but your phone is not working, try the following steps:

1. Check the lights on the VoIP adapter. You should have a light for power, internet, and phone.
2. If the lights indicate you have power, internet, and phone, but you are not able to make calls, make sure the phone cord coming from the VoIP adapter leading to your phone is connected and is un-damaged.
3. If you have power and internet lights but no phone, power cycle the VoIP adapter by unplugging the power for 10 seconds and plugging the power back in. You may also need to unplug the telephone or remove the phone battery for 10 seconds, then reconnect the power cord or battery.
4. If the steps above do not resolve your issue, please call our support team to assist you further.

Power Outages

If a power outage occurs, you will not be able to make or receive calls, including 911 calls, unless you have battery backup power for the subscriber module and POE for internet connectivity. During a power outage, if you wish to conserve battery power for making and receiving necessary calls, such as emergency or 911 calls, you should avoid making unnecessary calls and not use Nextlink Internet services during the outage.

8-hour holdover uninterruptable power supply (UPS) is $75 installed at the time of new service installation or add $70 residential service call or $150 business service call if dispatched after initial installation. A 24-hour UPS is available for purchase for $350 installed at the time of new service installation, or add a $70 residential service call or $150 business service call if dispatched after initial installation. These battery backup systems can be purchased on your own directly from stores, Amazon, or directly from UPS manufacturers. For additional information and requirements on our, CyberPower UPS, click here: 24- and 8-hour battery backup information.

ATA Connection Instructions

Please follow the steps below to complete the ATA* installation:

1. Plug the blue network cable that is in the ATA box into the internet port of the ATA.
2. Plug the other end of the blue network cable into a free LAN port on your router. (If your router was provided by Nextlink, please plug the cable into any open port other than the first port or the last port.)
3. Plug one end of the power brick into the ATA and the other end into the power outlet. (UPS power is preferred.)
4. Wait for approximately 3–5 minutes and the device should pull its configuration and show that line one is registered. To verify that line one is online, see the picture below. (Note: Your ATA will only show one line registered, unless you have two phone lines. If interested in having a second line, please contact customer service.)
5. To verify that your phone is functional, please plug your phone cable into the line one port of the ATA.
6. You can make a test call at this time.

If you have any questions or experience any issues, please call 855-NXT-LINK (698-5465) or email support@team.nxlink.com

*This device does not support fax. If you are interested in fax service, please contact customer support.

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