FAQ

General

What is VoIP?
VoIP (or Voice over Internet Protocol) uses your broadband Internet connection instead of your standard phone line to make and receive phone calls. Your phone calls are converted into data and sent through your high-speed Internet service. Fast, reliable, flexible, and with more features.

What is E-911?
E-911 is an “enhanced 911” service and is required for all customers using VoIP services. When you call 911, your location information is automatically given to the nearest Public Safety Answering Point (PSAP).

Do I need special equipment to use cloud hosted VoIP phone service?
All VoIP services require either VoIP phones or a VoIP adapter. To use your existing PBX with VoIP call us and we can discuss SIP Trunking services.

What is a SIP Trunk?
Session Initiation Protocol (SIP) Trunk lets you use your PBX system over a VoIP network to make and receive calls.

Are there any setup or hidden fees?
No.

How long is the contract for service?
Usually the services of A-Star Communications are month-to-month. If you prefer to have a contract, we can set one up based on your specific needs.

Can I create my own personal greetings and hold music?
Yes, you can create your own greeting; on-hold music can be uploaded as a .wav file.

What are the advantages of SIP Trunks?
SIP Trunks are less expensive than the old analog circuits from traditional enterprise phone systems. It is less expensive than traditional telephone service and maintains high quality audio on calls.

When should a business use SIP Trunking?
If your already have a PBX system, SIP Trunking is a good option. Since you have the hardware it is quick, easy and inexpensive to install a SIP Trunk.

Can I use a standard fax or will I have to scan everything?
We can connect your fax to your new VoIP system or you can scan and email documents, or both. You will have a flexible monthly budget for faxing and can also choose your document format.

Do I have to use the auto attendant?
No; the auto attendant can be turned on or off.

Can you ring more than one number?
Absolutely. Your call can be routed to up to five different numbers, one after another.

Can I customize my auto attendant messaging/greetings?
Yes, that’s one of the advantages to having our Connect plan! Give your business a custom touch and a more professional appearance.

Is there a difference between making a local call and a long distance call?
In most of our service plans, calls within the U.S. and Canada are covered in the plans with no extra cost. Please refer to your plan coverage information on the Nextiva Service Plan page.

Porting

How long does porting take?
The porting process can take 2 to 4 weeks to complete, however, we will make sure you don’t have any service interruption during that time.

When can I cancel service with my current carrier?
Disconnected numbers CANNOT be ported. Please wait until your number has been completely ported before calling to cancel service with your current provider. We recommend waiting a couple of days after your port has completed before calling to cancel with your current carrier. A-Star Communications is not authorized to cancel your current service after successful porting, that is a task to add to your to-do list.

How can I expedite my port?

1. Fill out & return your LOA ASAP.
2. Contact your current carrier to verify your account information and that no pending orders are currently processing on your account. (i.e. address changes, moneys owed/past due, scheduled work orders…)
3. Provide Nextiva Porting with a direct contact name, number, and e-mail of a representative with your current carrier who will approve and assist in expediting your port. Most carriers will only assist in expediting a port if you currently have escalated phone issues disrupting your service.

What can slow my port down?

1. We are only as good as the information we are provided; any erroneous information will cause a delay in the porting process. The information on your LOA must match the exact authorized name, service address, and billing telephone number that your current provider has on their customer service record (CSR). If there is a mismatch, your port request may be rejected. It may become necessary for you to contact your current provider to obtain correct information if your port is being rejected for a mismatch.
2. The LOA and the copy of your current provider’s bill must be dated within the last 30 days in order to be valid.
3. There is a pending order on your account. (i.e. address changes, moneys owed/past due, scheduled work orders…)
4. Your current carrier is backlogged with port out orders.

Will I have downtime during the port?
As long as your numbers are properly assigned to your Nextiva account, there will be no downtime during the porting process.
We will load the numbers into our system and assign them to your account before the port date. Please make sure the numbers are assigned within your Nextiva Portal to either an employee, Hunt Group or Auto Attendant on or before the date of completion in order for them to work properly after the port.
You may also e-mail Nextiva Porting instructions for assigning your numbers.

What do I do if my ported number is not working?
Call A-Star Communications as soon as possible.

Nextiva Customers

What are the bandwidth requirements for Nextiva?
100KBPs is the minimum Internet connection speed needed in order to have a quality phone call. To check your connection speed here: Speed Test.

Can I pick my own phone number?
Yes, we give you the option of selecting your telephone number. There may be limitations of availability based on area codes and existing telephone numbers.

Can I use my current phone and existing phone numbers with Nextiva?
Usually the answer is yes. We can check for you today, just give us a call.

How many phone numbers can I have forwarding to me?
Our smallest plan enables the user to setup forwarding to up to 10 different numbers.

Can I upgrade to a different service such as Nextiva Office or SIP Trunking at any time?
Yes! You can switch service levels at any time by giving us a call.

Am I charged for checking messages?
You can access your online account and retrieve your messages for free anytime. You will not be charged for having your messages forwarded to your email address.

Do I need a phone line to use Nextiva’s service?
In order to take advantage of Nextiva’s great services you need a high speed internet connection such as DSL or Cable.
We do recommend having an additional phone line for emergency calls or in case your Internet is not working.

Does the Nextiva Call Center support Citrix?
The application supports the Citrix Presentation server versions 3 and 4 and operating in Terminal Services mode only.