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Need Help? NEX Network Help Center

Find quick answers about internet, hosting, VPS, domains, and billing, or send a question or ticket to our support team, available 24/7.

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Quick Help

Choose the support channel that best fits your needs.

Support Ticket

Report a technical or billing issue so it is logged and you can track its progress.

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Client Area

Manage services, view invoices, and renew hosting and domains in the customer portal.

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Customer Service

Chat directly with customer service about internet disruptions and general questions.

+62 811-1011-1833

Speed Test

Measure your download, upload, and ping before contacting support.

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General Questions

The questions we receive most often, grouped by service.

Internet

My internet is down. What should I do?
Check the lights on your modem/ONT, make sure the cables are connected and the power is on, then restart your modem and router by turning them off for about 30 seconds. If the problem continues, contact customer service with your customer ID or installation name.
Why is my WiFi slower than my plan?
WiFi speed is affected by distance from the router, walls, the number of devices, and the frequency band used. Run a speed test over a LAN cable for the most accurate result. See also the difference between 2.4 GHz and 5 GHz networks (Indonesian).
How do I change my WiFi name or password?
You can change your WiFi name and password in the router settings page. If you don’t have access, contact customer service and our team will change it for you.
Can I upgrade my internet speed?
Yes. Contact our sales team to upgrade to a higher broadband plan or to dedicated internet for business needs.

Domains

How long until a new domain is accessible?
After a domain is activated or its nameservers are changed, DNS propagation usually takes from a few minutes up to 24 hours, depending on the visitor’s network.
How do I transfer a domain to NEX Network?
Get the EPP/auth code from your current provider, make sure the domain is unlocked, then request a domain transfer through the customer portal.

Shared & Cloud Hosting

How do I log in to cPanel?
Log in to the client area of the NEX Network portal, select your hosting service, then use the button to open cPanel. Your login details are also emailed to you when the service is activated.
Is SSL included?
Yes. NEX Network hosting plans include a Let’s Encrypt SSL certificate, so your website can be accessed over HTTPS.
How do I create email accounts on my own domain?
You can create email accounts from the Email Accounts menu in cPanel. A full guide is available in our article on creating email with your own domain in cPanel (Indonesian).
Can you help me move my website?
Yes. Our team can move your files, databases, and email from your old hosting to NEX Network servers.

Billing & VPS

Where can I view and pay invoices?
All invoices are available in the client area. You can pay by bank transfer, card, e-wallet, or at participating retail outlets.
What if I need a tax invoice?
Contact our billing team through a support ticket and attach your company’s tax ID (NPWP).
I can’t access my VPS. What should I do?
Make sure the IP address, SSH port, and credentials are correct, and check whether a firewall is blocking your connection. If the VPS is still unreachable, submit a support ticket so our technical team can investigate.

Self-Help Steps Before Contacting Support

Many issues can be resolved in a few minutes. Try these steps first.

  1. Restart your devices

    Turn off your modem, router, and devices for about 30 seconds, then turn them back on.

  2. Check cables & lights

    Make sure the fiber, LAN, and power cables are firmly connected, and check the indicator lights on your modem or ONT.

  3. Test your speed

    Run a speed test over a LAN cable and save the result for your report.

  4. Report to our team

    Submit a ticket or chat with CS, including your customer ID, a description of the issue, and your test results.

Contact Form

Haven’t found your answer? Send your question using this form and our team will reply as soon as possible.

Customer Service 1+62 811-1011-1833 Customer Service 2+62 811-1013-8180 Office Phone+62 21-82636544



    Frequently Asked Questions

    Is NEX Network support available 24/7?
    Yes. NEX Network customer care and technical teams are available 24/7 via WhatsApp, phone, and tickets in the customer portal.
    What information should I prepare when contacting support?
    Have your name or customer ID, the service you use, a description of the issue, when it happened, and any screenshots or speed test results ready. This information speeds up handling.
    How do I track the status of my ticket?
    Log in to the client area of the NEX Network portal and open the support tickets menu to see the status and replies from our team.
    I forgot my client area password. How do I reset it?
    Use the forgotten password link on the customer portal login page. A reset link will be sent to your registered email. If that email is no longer active, contact customer service.
    My website is down. What should I check?
    Check that your hosting and domain are still active in the client area, then make sure your domain’s nameservers point to the correct server. If both are active but the website still won’t load, submit a support ticket with your domain name.
    How do I upgrade or add services?
    Contact our sales team on WhatsApp at +62 811-1297-717 or submit a request through the customer portal. Our team will handle the upgrade so your service is not interrupted.
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