Frequently Asked Questions

FAQ’s:

  

Do I need a phone line/landline for FTTP Broadband?

No. Fibre to the Premises does not require an active phone line to operate, instead it is supplied directly to your home via a fibre optic cable and through your phone lines.


Your Account

Once you are up and running with us, you will gain access to our client portal (my.next-vision.co.uk), where you will be able to view your contract details, invoices and payments and connect with our support team, plus so much more.


Billing

Billing information is sent to customer monthly via email. This will include the regular monthly service fee, plus any additional purchases such as equipment or upgrades. You can easily manage your billing information on our customer portal where you can also make payments. You may also get in touch with our support team who will be happy to assist you.


How secure is your Wi-Fi service?

To ensure you receive a safe, reliable and robust service, our service uses encryption when you login to websites with your account details. We also advise that you have an up-to-date anti virus software installed on your computer as well as a firewall to guard against attacks.


I already have broadband with another provider, how can I switch?

Simply choose from one of our packages and sign up! We’ll do the rest. We will contact your current provider and make the transfer on your behalf.


How fast will be my broadband speed be?

When you select a package, please refer to the numbers at the end of each package title. The first and larger number will be the maximum download speed you can receive in Mbps and the second and smaller number will be the maximum upload speed you can achieve, also in Mbps.


Is there a setup fee?

Yes. When you select a package there will be a setup fee listed. For Fibre Plus and Super customers, this will be a one-off fee of £25. 


Do you really have a lifetime price guarantee?

Yes! For your entire stay with us we will not change the price of your contract. The price you agree with us when you join will be what you pay for your entire time as a Next Vision customer. Guaranteed.


How do I get in touch with you?

There are several ways to contact us should you have a query or problem. You can call our customer support team on 01516750214. 

This number is available from 8am - 5pm every working day. you can chat with our team online through our website chatting window. You can also contact our support team by email at Support@next-vision.co.uk and we will get back to you within one working day.


  

How can I improve wifi signal ?

There are a number of factors that you can take into consideration. Try moving the Wi-Fi router to an open, clear location. Signal may be lost by being obstructed by at furniture or decoration. Also try to position the Wi-Fi router away from potential sources of interference such as cordless phones, baby monitors, video senders, microwave ovens or other electronic equipment.

     If the Wi-Fi router has an external moveable antenna, then try changing its orientation. Usually, the best signal is achieved when the antenna is pointing straight up, but the connection can also vary according to the orientation of the receiving device. If the router has 2 antennas, then try turning them to 10 O’clock and 2 O’clock respectively.

       Your Wi-Fi router is dual-band, try to check if your remote devices can connect more reliably on the 2.4GHz band, which although slower and more prone to interference, has a longer range than 5GHz. 

        You may still be able to improve the performance and reliability of your wireless network by manually selecting the band chosen by each of your access devices. For short distances with relatively few physical obstructions to the signal path (such as walls or ceilings), then the 5GHz band, since it allows for multiple channels to be bonded together, provides a faster connection and thereby offers more bandwidth to the user. The 5GHz band also has the advantage of being less susceptible to interference from non-Wi-Fi devices such as wireless phones, cameras, or microwave ovens – most of which operate across the 2.4GHz band. At longer distances however, especially where the signal must traverse multiple obstructions, and where interference from other devices is at a minimum, then the 2.4GHz band may ultimately offer a more reliable connection.


Payments:

The company will send the customer a monthly bill in advance for each calendar month which will include the monthly service fees plus any additional equipment, new services or upgrades added. Payments could be made through, direct debit, direct bank transfer or online payment through our portal. and in case the direct debt is cancelled or the payment is not received then company shall send a reminder to the customer. The customer shall make the payment of the due bill/s on the due date as shown in the bill. an interest rate might be applied for the late payment. if we did not receive the payment by the due date, the service may be suspended and the customer will incur the cost of the debt recovery service after the reminder/s sent to the customer according to our terms and conditions.

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