Support Hub: Account & Billing
Manage your account, payments, and billing information.
Billing FAQs
How to Understand Prorated Billing
Prorated billing means you only pay for the portion of service you use during a billing cycle.
- Example: Suppose your service starts on August 3, but your regular billing cycle runs from the 6th of one month to the 5th of the next. Your first bill would include:
- A prorated charge for August 3–5
- A full monthly charge for August 6–September 5
This ensures you only pay for the days of service you actually use.
How do I pay my bill?
You can pay your NextLight bill in several ways:
- Online via Customer Portal: Log in at mynextlight.com to view and pay your bill.
- Automatic Payments (ACH): Set up recurring payments from your bank account for convenience through the portal.
- Credit or Debit Card: Pay online with your credit or debit card.
- Automated Phone Payment (24/7): Call 303-774-4494ext. 3 anytime to use our automated system.
- By Phone with Customer Service: During business hours, call 303-774-4494 to speak with a representative.
- In-Person Payments: Pay at the Civic Center, 350 Kimbark St.
- Bill Pay: Setup payments through your bank.
Can I add a payment method over the phone?
- Bank Account Payments: Yes. Call 303-774-4494 (option 1 for residential, option 4 for commercial) to add a bank account. You can also manage your payment method online at mynextlight.com.
- Credit Card Payments: Credit cards cannot be added over the phone. Please log in at mynextlight.com to use a credit card.
What happens if I’m late on a payment?
NextLight follows a step-by-step process to help you avoid service interruptions:
- First Late Notice: Sent via text or email if you’ve opted in; reminds you that your payment is past due.
- Second Late Notice: Final warning before service is affected.
- Service Interruption: Service is limited until the balance is paid.
- Full Disconnection: Continued non-payment results in full disconnection. Reconnection may require paying past-due balances and fees.
My bill is too high. Is there any way I can lower it?
Yes, there are options to help reduce your bill:
- Explore Other Service Plans: Contact Customer Service to review your current plan and see if a more affordable option fits your needs.
- Internet Assistance Program: Qualifying customers can receive discounted service through NextLight’s Internet Assistance Program.
I had autopay set up, but I’m still getting late notices. What happened?
This usually means your payment did not process successfully. Common reasons include:
- Your credit or debit card has expired
- Your bank account information has changed
- Insufficient funds or a temporary issue with the payment method
How to fix it:
- Log in to the customer portal to pay your current balance manually.
- Update your payment method to ensure future autopay transactions are successful.
If you need assistance, our Customer Service team is happy to help.
I had a promo for a free month, but there are still charges. What happened?
NextLight’s promotional “free month” covers 30 days of service, which can start at any point in your billing cycle.
Your bill may include a combination of:
- Prorated charges for days of service before the promo began
- A 30-day credit covering the promotional period
- Regular charges for equipment, taxes, or services not included in the promotion
This can result in both charges and credits appearing on the same bill. If anything looks incorrect, Customer Service can review your bill.
When is my internet bill due?
Your bill’s due date depends on your account’s billing cycle and will be listed on your statement.
Can I change my billing due date?
Changing your billing due date may be possible. Contact a Customer Service Representative to discuss your options.
Do you give a discount for autopay?
While we don’t offer an autopay discount currently, setting up autopay can help ensure your payments are made on time.
Can I make a partial payment or set up a PTP (Promise to Pay)?
Yes. Partial payments or Promise to Pay (PTP) can be arranged. Please note:
- The PTP option is limited to one per quarter.
- Payment is expected by the original due date or the agreed-upon PTP date.
Why am I being charged for equipment I returned?
Equipment charges appear on deactivated accounts until a return is completed. After we receive your equipment within the 7-day period and verify its condition, the fee is cleared, and a refund is issued if applicable.
Do you have late fees?
NextLight does not charge late fees. However, if payment is not received, service may be interrupted.
Can I get a refund or credit for outages?
NextLight does not issue credits or refunds for service outages.
Why can’t we take a credit card number over the phone?
NextLight does not accept credit card payments over the phone to protect your payment information and keep it secure.
Why was I disconnected?
Service disconnections occur when payments are not received by the due date.
Featured
My Account Login
Access your account to view bills and manage services.
Automatic Bill Pay Setup
Learn how to set up automatic payments for your NextLight service.
How to Read Your Bill
Understand your NextLight invoice with our detailed breakdown.
Residential Phone Account Login
Log in to Alianza to manage your Residential Phone Account