FAQs

Features
What are the features of the Networx Universal Customer Center?
Where can I get advice about products on Verizon's Networx Universal Customer Center?
How do I navigate through Networx Universal Customer Center? 
What is the Info Center (iCenter)?
What are the software requirements for using the Networx Universal Customer Center?
Where do I go to view the Networx Universal Redacted Contract?
Is there a listing of upcoming Networx Universal User Forums or events?
Does Verizon provide press releases that pertain to Networx Universal?
Where can I find a list of Verizon's Teaming Partners and Vendors for the Networx contacts?

Tools
What tools are available through Networx Universal Customer Center?
How can the Networx Universal Customer Center help me manage my business?
How do I find out about the products and services available via Verizon's Networx Universal Customer Center?
Is it possible to tour the Networx Universal Customer Center prior to signing in?
What are Quick Links?
Where can I find a glossary or list of acronyms that I can use as a reference for Networx Universal Customer Center?

Roles and Responsibilities
What is an Agency Appointing Authority?
What is a DAR Administrator?
What is a DAR?

Pre-Registration Steps
What is CPNI and why are forms required?
Where should I send the CPNI forms?
How does an agency submit their Agency Hierarchy Codes (AHCs) to Verizon?

Registration, User IDs and Passwords
How do I get started?
How do I obtain a Networx Universal Customer Center user ID and password?
How can I register for the Networx Universal Customer Center online?
How can I register for the Networx Universal Customer Center offline?
I logged into Networx Universal Customer Center, but I am not able to access any of the tools. Why?
I can't remember my Networx Universal Customer Center user ID and password. Now what do I do?
How do I change my password?
Will I be charged for using the Networx Universal Customer Center?
How do I change or update my user profile?
As a DAR Administrator, when do I need to update user ID information?

Training
Does Verizon offer training for the Networx Universal Customer Center?
Is there a charge for training?
What is the cancellation policy?
What is the penalty if a class is cancelled within the 5 business days?
How often will the training website be updated with new classes?

Contact Us
How do I contact my Networx Universal account representative to place an order?
How do I get pricing information?
Whom do I call with questions about the registration process?
How do I submit a question via e-mail?
I have questions about how to use Networx Universal Customer Center tools that I have access to. Where can I go for assistance?
How do I submit questions or comments I have about the Networx Universal Customer Center?
How do I contact the Customer Care Help Desk?
I need to contact Verizon's Networx CPO. Where do I go?

Features


What are the features of the Networx Universal Customer Center?

Verizon's Networx Universal Customer Center web portal offers many features to help with your business needs.

Orders - Place and view the status of orders for Networx data and voice products, including IP VPN, Private IP, U.S. and global Private Line, local services, inbound and outbound long distance services, Internet services, Internet access and more!

Invoices - Review, analyze and download invoices as well as pay direct-billed invoices online.  See current charges across your business units and view past bills.  Customize daily call detail records to monitor, trend and analyze usage.

Repairs - Create, view and update trouble tickets for your Networx services and get electronic updates upon request.  View ticket history for performance trending.  Perform online tests to avoid a service call.

Network Tools - Monitor, analyze and control your telecommunications resources via our network management applications.  With our network management dashboard, get a single, near real-time overview of network alarms, trouble ticket status, network availability information and worldwide service location topology.

Resources - Learn about  Networx product offerings and receive guidance from the Product Adviser.  Transition Plans, Redacted Contract and Modifications, and User Forum Schedule are at your finger-tips, along with other general reference tools.  Gain access to web-based and instructor-led training under Help & Contact.

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Where can I get advice about products on the Verizon Networx Universal Customer Center?

Verizon’s Networx Universal Customer Center Product Adviser provides short descriptions of Networx Universal products and alternative products that meet the specific needs of your agency. Within the Product Advisor page you will find high level descriptions of the products offered. Upon clicking any of the links, you will be taken to a more detailed look at what is offered.

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How do I navigate through the Networx Universal Customer Center?

Once you have logged in with your user ID and password, you will have several options for accessing the Networx Universal Customer Center tools.   Options for accessing the Networx Universal Customer Center tools:

  • Quick Links: Click on Customize to add a direct link for each task you are entitled to use in the Networx Universal Customer Center.
  • Tabs: There are five tabs that organize all the tools available in the Networx Universal Customer Center.  Click on a tab to see which tools are available.
  • Top navigation bar:  The tab names also carry over to the buttons on the top navigation bar.  Click on the appropriate button to see which tools are available.

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What is the Info Center (iCenter)?

The Info Center allows Verizon to communicate information pertinent to the tools you use and the business functions that you perform on the Networx Universal Customer Center.  For example, notification of tool enhancements and maintenance windows will be communicated through this area.  Once you have logged on, you will see the Info Center in the upper right hand corner of the home page.  Please take a moment to review this information on a regular basis.  The top four messages will remain accessible in the Info Center for 30 days, after which they will automatically be deleted. 

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What are the software requirements for using the Networx Universal Customer Center?

Browser Requirements:  We support Microsoft Internet Explorer 6.0+, Netscape 7.2+ and Mozila Firefox 1.5+ in a Windows based computer. We support Netscape 7.0+ and Safari 2.0+ on the Mac. For optimal browser performance while visiting the Networx Universal Customer Center, we recommend using the latest version of Microsoft Internet Explorer, Netscape, Mozilla Firefox or Safari.

Operating System Requirements:  For PCs, we support the following Windows operating systems: Windows XP, ME, NT, 2000, 98 and 95. For Mac, we support Mac OS X.

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Where do I go to view the Verizon Networx Universal Redacted Contract?

Go to the Networx Universal Customer Center homepage at https://networxuniversal.verizonbusiness.com.  On the right side of the screen under the Learn More column is a link to the Redacted Contract.  Click the link to navigate through the different sections of the Redacted Contract.

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Is there a listing of upcoming Networx Universal user forums or events?

Yes.  On the Networx Universal Customer Center, click on User Forum Schedule under the Learn More column to find out about upcoming user forums as well as upcoming events and seminars.

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Does Verizon provide press releases that pertain to Networx Universal?

Yes.  On the Networx Universal Customer Center, click on Press Releases in order to view up to date news about Networx Universal.  Within Press Releases, click on a specific link to read more about news pertaining to Verizon and Networx.

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Where can I find a list of Verizon's Teaming Partners and Vendors for the Networx contacts?

Go to the Networx Universal Customer Center homepage at https://networxuniversal.verizonbusiness.com.  On the right side of the screen under the Learn More column is a link to Networx Partners.  Click the link to view a full listing of Networx Partners.

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Tools


What tools are available through the Networx Universal Customer Center?

By taking the Virtual Tour, that can be accessed from the left navigation bar, you will learn that the tools are organized into five categories:

  • Orders
  • Invoices
  • Repairs
  • Network Tools
  • Resources

Once you have logged in, from the top navigation bar, click on the category button to see a list of all available services in that category along with a brief description of each link.

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How can the Networx Universal Customer Center help me manage my business?

Networx Universal Customer Center offers a host of applications that support a full business life cycle and enable you to save time, control costs and manage your Networx services.  You can:

Obtain seamless access to critical data and tools - Make informed, and quick decisions about your network with near real-time access to information.  Monitor and manage your network's performance statistics from the enterprise level down to the Permanent Virtual Circuit (PVC).  Get a 360 degree view of your domestic and global networks with our network management Dashboard.

Help improve productivity and control costs - Streamline your business processes with a direct communications line to Verizon.  Manage your invoices electronically to reduce the costs associated with storage of paper invoices and disposal.  Place and track orders online and reduce phone calls and faxes.

Self-manage your products and services - Networx Universal Customer Center offers you a virtual communications center to make it easier to do business with us, whether you are in the U.S. or abroad. Networx Universal Customer Center empowers you with anytime control of your network, from virtually anywhere in the world.

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How do I find out about the products and services available via Verizon's Networx Universal Customer Center?

Click on Products and Services to view a listing of all the products and services offered via Networx Universal.  Products and services are listed alphabetically and when clicked on, will offer a detailed description of the service or product, including an overview, its benefits and features.

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Is it possible to tour the Networx Universal Customer Center prior to signing in?

Yes.  On the Networx Universal homepage click Take a Virtual Tour under Learn More.  You will be taken on a detailed virtual tour of all that the Networx Universal Customer Center offers.

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What are Quick Links?

A Quick Link will appear for each task you are entitled to use in the Networx Universal Customer Center.  Click the link for quick access to the tool that allows you to perform that task.  Click the Customize button to choose which tasks you want displayed in Quick Links. 

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Where can I find a glossary or list of acronyms that I can use as a reference for Networx Universal Customer Center?

You can access the Networx Universal Customer Center by clicking glossary or acronym list.

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Roles and Responsibilities


What is an Agency Appointing Authority?

The Agency Appointing Authority (AAA), designated by the agency, identifies the DAR Administrator(s) (and any subsequent changes to those designated as DAR Administrator(s)) to the Networx User Administration Group (UAG) via the CPNI Form 1 - Agreement to Protect CPNI. Contact your account representative for a copy of the CPNI forms.

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What is a DAR Administrator?

The DAR Administrator is appointed in writing by the Agency Appointing Authority (AAA). DAR Administrators compile, track, disseminate, and maintain an up-to-date listing of all users and DARs and their ordering authority specific to their agency. The DAR Administrator will specify to the Networx User Administration Group via the CPNI Form 2 - Authorization and De-authorization of Access to CPNI the authority granted to each user as well as any subsequent changes to that authority.

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What is a DAR?

DAR Administrators have the authority to designate individuals who are authorized to submit orders under the Networx Universal contract for their agency using the NUCC – Order Services tool. The ordering authority of a Designated Agency Representative (DAR) is based on agency hierarchy codes (AHCs), contract, type of service, and other limitations. Verizon must have CPNI Form 2 - Authorization and De-authorization of Access to CPNI on file before the user can register and request entitlements to the NUCC – Order Services Tool. Individuals authorized on CPNI Form 2 to create and/or view orders are referred to as users, as only DARs can commit funds by being authorized to submit orders.

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Pre-Registration Steps


What is CPNI and why are forms required?

Customer Proprietary Network Information (CPNI) includes information about the quantity, technical configuration, type, destination, location, and amount of use of telecommunications or interconnected voice over Internet Protocol services purchased from Verizon.

A ruling was created by the FCC to protect agencies proprietary network information. Anyone requesting access to the Networx portals for entitlements will have to be officially authorized, via the completion of CPNI forms by their agencies before Verizon could approve their request. The CPNI forms are used to specify the Network Services contracts under which the users are authorized to place orders, agency hierarchy codes or billing account codes for which the user is authorized to place orders. Contact your account representative for a copy of the CPNI forms.

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Where should I send the CPNI forms?

All CPNI forms should be sent to the following address:

Mail: Networx User Administration Group
         Attention: Tammy Moses
         22001 Loudoun County Parkway
         Room C2-3-261
         Ashburn, VA USA 20147

Email: NXU-Registration@verizon.com

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How does an agency submit their Agency Hierarchy Codes (AHCs) to Verizon?

Contact your account representative for assistance in creating and establishing the attributes of your Networx AHCs in the Verizon billing system.

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Registration, User IDs and Passwords


How do get started?

After AHCs have been created and CPNI forms submitted, the next step to accessing the Networx Universal Customer Center is registering for a User ID and Password. For additional information, access the Networx Registration and Entitlement User Guide from the Verizon Networx Customer Training web site at: https://customertraining.verizon.com.

How do I obtain a Networx Universal Customer Center user ID and password?

There are two registration methods – online and offline: 

  • Online Self-registration: You may self-register at https://networxuniversal.verizonbusiness.com by clicking New to Networx? below the Sign In section on the log in page. For more details, go to How can I register online? .
  • Offline Registration: An offline registration form can be submitted for one or more users. For more details, go to How can I register offline? . Once you have completed the self-registration process, you will be asked to request application entitlements that have been approved by your Agency Approving Authority (AAA). If you have any questions, contact your account representative.

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How can I register for the Networx Universal Customer Center online?

Online Self-Registration Steps:

  1. From https://networxuniversal.verizonbusiness.com select New to Networx?
    NOTE: If you already have a user ID from another Verizon Portal, you may NO LONGER register with this existing user ID by just signing into the portal. User IDs from Verizon Enterprise, Verizon Residential or Verizon Wireless portals cannot be re-used for the Networx Universal Customer Center portal.
  2. Create your personal profile and enter your contact information on the Profile Information screen then click continue. Fields marked with an asterisk are required.
  3. Create User ID and Password. The unique user ID must be between 6 and 20 characters, alphanumeric with no spaces, and contain at least one letter.
  4. Your password must be between 8 and 24 characters long, contain at least one number and one letter without spaces. For additional security, you can use non-alphanumeric characters, e.g., /, &, +, and *.
  5. Click Finish.

NOTE: After you enter all the required information on the registration screens, a confirmation email is sent to you that includes a verification code and information to get you started using the Networx Universal Customer Center tools. After you receive and read your confirmation email, you are ready to log in to the Networx Universal Customer Center with the user ID and password you created.

  1. Log in to https://networxuniversal.verizonbusiness.com and enter the user ID and password you created during the registration process.
  2. Enter the verification code that was provided in your confirmation email.
  3. Click Continue.
  4. Read and accept the Terms & Conditions. You must accept the Terms & Conditions in order to use the Networx Universal Customer Center.
  5. Click Continue. You are now registered and ready to use the Networx Universal Customer Center.

NOTE: You will need to provide your agency hierarchy codes (AHCs) and related billing information to your Account Team Representative before selecting entitlements. Agencies must have also completed Customer Proprietary Network Information (CPNI) forms and submitted them to the User Administration Group.

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How can I register for the Networx Universal Customer Center offline?

You can register for Networx Universal Customer Center offline and request entitlements to the tools available on the Networx Universal Customer Center. (Click here to access the offline registration form). You must obtain entitlement approval from your Agency Appointing Authority (AAA), prior to submitting the Networx Universal Customer Center Offline Registration form to Verizon. The Networx Universal Customer Center Offline Registration form can be sent to Verizon in a variety of ways.

Mail: Networx User Administration Group
         Attention: Tammy Moses
         22001 Loudoun County Parkway
         Room C2-3-261
         Ashburn, VA USA 20147

Email: NXU-Registration@verizon.com

Once the entitlements have been granted, you will receive an email confirmation with instructions on how to log- in to the NUCC.

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I logged into Networx Universal Customer Center, but I am not able to access any of the tools.  Why?

You may have registered as a guest user.  A guest user may view portal content but will not have access to the tools.  Contact your account team to request tool access or contact Customer Care Help Desk toll-free at 888-624-7821 (8a.m.- 8p.m. ET) for assistance. The Verizon Networx User Admin Group (UAG) at option 4-1 is available 8a.m. – 5p.m. ET.

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I can't remember my Networx Universal Customer Center user ID and password.  Now what do I do?

Call Customer Care Help Desk toll-free at 888-624-7821 (8a.m.- 8p.m. ET) for assistance. (The Verizon Networx User Admin Group (UAG) at option 4-1 is available 8a.m. – 5p.m. ET.) If you simply do not remember your password, you may select Forgot Password? on the Sign In Page.  This will send a temporary password to the e-mail address in your profile so that you may gain access.  It is recommended that you use the Change Password function once logged in to maintain a higher level of security.

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How do I change my password?

On the top navigation bar, click Utilities menu/My Profile to access the modify password feature. 

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Will I be charged for using the Networx Universal Customer Center?

Access to the Networx Universal Customer Center is free of charge. 

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How do I change or update my user profile?

Contact your DAR Administrator (DARA) and have them submit a form requesting the profile change on your behalf. 

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As a DAR Administrator, when do I need to update user ID information?

Whenever a user's name or email address changes or when a user no longer needs access to the portal, an updated CPNI form needs to be submitted to the Verizon User Admin Group (UAG at nxu-registration@verizon.com). 

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Training


Does Verizon offer training for the Networx Universal Customer Center?

Yes. On the Networx Customer Center, click on Training in order to access the Networx training site.  Networx Customer Training will give you an overview of the Networx portal, including information on how to register and log in. You will have access to recorded tutorials and user guides and can find information about further training.

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Is there a charge for the training?

Executive, DAR, and Network Operations training is free of charge at this time. All available online classes and recorded tutorials are offered at no charge.

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What is the cancellation policy?

Students must cancel their scheduled training up to 5 business days in advance with no penalty.

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What is the penalty if a class is cancelled within the 5 business days?

If there is a waitlist, the training seat will be given to someone on the waitlist and thus there will be no penalty to the Government. If there is no waitlist, the Agency must provide an alternate to attend the training. If no alternate is available to attend the training, then Verizon will count the empty seat against their maximum number of free attendees for classroom training.

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How often will the training website be updated with new classes?

New classes will be posted monthly to the training website.

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Contact Us


How do I contact my Networx Universal account representative to place an order?

From the Networx Universal homepage click on Meet Your Account Team under the Learn More column on the right side of the screen. Once on the Meet Your Account Team screen you can search for your representative by agency or name.

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How do I get pricing information?

Contact your account representative.

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Whom do I call with questions about the registration process?

Call the Networx User Admin Group (UAG) via the Customer Care Help Desk toll free at 888-624-7821, option 4-1 (8a.m. - 5p.m. ET) for assistance.

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How do I submit a question via e-mail?

Click on the Help & Contact menu in the upper-right hand corner of the screen.  Select Contact Us from the drop down menu. The Meet Your Account Team page will provide links for the Customer Care Help Desk, and the Contractor's Program Office (CPO) with email addresses to submit inquiries. You can find account team members by selecting your agency from the drop down list, or search by name for your representative. Click on the Help button in the upper-right hand corner of the screen. Select Contact Us from the drop down menu. 

The Contact Us page will provide access to a form that can be used to submit inquiries via e-mail.

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I have questions about how to use the Networx Universal Customer Center tools that I have access to. Where can I go for assistance?

Click on the Help button in the upper-right hand corner of the screen.  Select Contact Us from the drop down menu.  The Contact Us page will provide access to a form that can be used to submit inquiries via e-mail.

Specific questions may also be directed to Customer Care Help Desk at 888-624-7821 (8 a.m. ? 8 p.m. ET) for assistance.

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How do I submit questions or comments I have about the Networx Universal Customer Center?

You can contact the Customer Care Help Desk by phone at 888-624-7821 or by sending an email to Nxu-HelpDesk@verizon.com. The Customer Care Help Desk provides customer support for issues related to using the Networx Universal Customer Center (such as navigation issues and web site design). To better serve you, we appreciate your feedback in alerting us when you encounter any of the following: blank pages, broken or missing link/image, javascript error, or missing/incorrect content.

Comments on how we can improve our site are also welcome.

Additionally, you can contact your Verizon account representative for assistance.

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How do I contact the Customer Care Help Desk?

From the Networx Universal homepage click on Meet Your Account Team under the Learn More column on the right side of the screen. Once on the Meet Your Account Team screen, click on Customer Care Help Desk to view the necessary contact information.

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I need to contact Verizon's Networx CPO.  Where do I go?

From the Networx Universal homepage click on Meet Your Account Team under the Learn More column on the right side of the screen. Once on the Meet Your Account Team screen, click on Contractor's Program Organization (CPO) to view the necessary contact information.

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