Tippy Top Menu

FAQs

Quite often, we’re asked the same questions from different customers. In an effort to provide you with the most current information to popular questions we’ve published the most common questions with answers below. You can view these sections by catagory and click the links to view the answers. As always, we welcome your questions by email if you can’t find the answers here. (email to lynxorders@lynxnetworkgroup.com)

Jump to Billing FAQsJump to Network Operations FAQs


Billing FAQs

1) I’m so excited to get my monthly invoice. When should I expect to receive it and what will be on it?

Invoices are sent on the 1st of every month. Your invoice will include monthly recurring charges billed in advance for the month, prorated charges/credits based on the install/disconnect date, and any non-recurring charges such as installation or early termination fees. Applicable taxes and surcharges may be added if applicable.

2) Wow! My first invoice is higher than I expected. I’m sure it’s accurate and I’m happy to pay Lynx more because it’s such a great company, but my boss will need to know the reason.

Lynx Network Group invoices are dated the 1st of the month and bill one month in advance. Your first invoice will include prorated charges for the time period between the date your service was made available to you and the beginning of the next month. For instance, if your service was turned up on the 15th of the month, your first invoice will have charges for the 15th through the end of the month as well as the normal monthly charges for the next month.

3) Lynx is always right on with billing adjustments due to circuit disconnects or new installations, but when can I expect to see the changes on my invoice?

The billing cutoff date is the 25th of each month. Changes made effective prior to the 25th of the month will appear on next month’s invoice. Any changes effective after the 25th will be prorated and appear within the next two invoices.

4) This Federal USF charge on my invoice seems totally legitimate but what is it?

The Federal Universal Service Fund (USF) charge is a surcharge passed on to our end users to help support the Federal Universal Service Fund.  This fund ensures that schools, libraries, hospitals and others have access to affordable telecommunications services.  The Federal Communications Commission sets the contribution rate for USF quarterly.  For more information on the Federal USF fund, please visit www.fcc.gov.  If you believe you are exempt from this surcharge, please provide a copy of your Federal USF exemption form to lynxaccounting@lynxnetworkgroup.com.

5) In the unlikely event that I have an outage on one of my services and my bill is not adjusted properly, how do I dispute the charges?

It is the customer’s responsibility to notify Lynx of any discrepancies on your invoice within the timeframe listed in your contract. To dispute a charge, please send an email to lynxaccounting@lynxnetworkgroup.com and include the circuit id, the billing date applicable and detail as to why you believe the charge is incorrect. Lynx will acknowledge receipt of your dispute, apologize profusely for your inconvenience and will strive to provide you with a response within 24 hours after your dispute is acknowledged.


Network Operations Center FAQs

1) The chance of me ever needing them is minimal, but what contact methods are available for the Lynx NOC?

Please feel free to contact the Lynx NOC at (866) 819-5969 or via email at lynxnoc@lynxnetworkgroup.com.

2) I don’t want to be a bother, when should or can I call the Lynx Operations Center (NOC)?

Customers may contact the Lynx NOC anytime to report issues, ask questions, or if they require any general assistance with their service.

3) I am an incredibly busy person so how long will I have to wait to speak to a technician when I do call the NOC?

The average answer time for the Lynx NOC is 30 seconds. Your call will be answered by a fully qualified NOC Technician able to assist you with your trouble.

4) I am accustomed, unfortunately, to having to call other vendors back and ask for status updates.  When can I expect a follow up response from the NOC?

The NOC performs hourly status checks, at a minimum, on all customer trouble tickets. The customer should expect to receive a status update from the Lynx NOC at least once every hour until the issue is resolved.

5) Will the Lynx NOC work with my vendor, or will you just try and blame each other for the issue for the first 24 hours?

Lynx can help you determine whether the trouble is within your LAN or on our Network?  If necessary, we will engage your vendor and work with them towards resolution.