Nextiva

I am a business user and I’ve been using Nextiva since 2019 and no major updates since than, Need better user experience, and Need SMS Multimedia Texting, We are in 2021, clarityvoice.com is competitor and they have really easy and intuitive apps for all platform. I think Nextiva should work on updates more often, and adopt features that their competitor.

Thanks

Anna O. was great! It’s the middle of the nighy ans she helped me troubleshoot an app issue that I was having, fixing it in a matter of minutes. She also provided me with resources and referred me to thebsales team for the questions that she was unable to answer (pricing, etc.). Great customer service all around. I would definitely recommend Nextive to other small businesses looking for reliable phone service.

Our company was experiencing a problem with (2) of our Panasonic phones in that we could not send/receive calls and our data did not populate. Nextiva customer support was able to log on to my computer and run the diagnostics they needed to figure out the issue. They were incredibly patient as they figured this out and when I needed to provide info from the phone, they talked me through every step. Once my phone was fixed, they were able to fix second phone as well. Very helpful, very professional, great support!

When I installed the phone I had some issues in trying to get the correct date and time. After I fixed that, my provisioning stopped downloading. I was helped by Anastasia R. who was very knowledgeable and able to help me very quickly by remoting in and changing the provisioning on my device, and now everything is working correctly. Thanks Anastasia!

I just got off the phone with Daria from Nextiva. She is most excellent! She navigated the site and showed me everything I needed to know. She did a great job in everything from connecting my number to walking me through the process. I don’t know what I would have done without her! She was very patient and easy to talk to on the phone. She made everything so simple and I greatly appreciate her. She is a great asset to their company. A++++++

Read this before signing a contract with Nextiva!

Be sure to read the fine print and be warned – I do not recommend signing a contract with Nextiva! As a small business owner, I would highly recommend sourcing another digital phone provider that delivers reliable phone service, easy to reach tech support, plan flexibility, competitive pricing and most importantly, the option to cancel if the service does not function properly or meet your current business needs.

Almost immediately after switching to Nextiva, we regretted our decision. When originally comparing phone providers, we now realize our first warning sign should have been Nextiva’s sales department pressuring us into a 3-year contract by offering a date sensitive promo on monthly rates.

When we first began using Nextiva, all our locations had significant issues with call quality. Our team had trouble logging into Nextiva’s online platform and the call audio was so poor that we couldn’t hear many customers through all of the static. Daily calls to Nextiva service were often needed for multiple team members at multiple locations. Beyond customers lost and team hours wasted, even calling Nextiva’s tech support was made more difficult since anyone calling tech support was required by Nextiva to be an account admin.

Key members of our leadership team have been constantly burdened with Nextiva service issues and have spent countless hours attempting to troubleshoot Nextiva’s problematic platform on their own since calling and emailing support seldom yielded any resolution. In addition to countless leadership hours wasted on internal troubleshooting, our company has initiated hundreds of support requests over our first 2 years of service with Nextiva. Nextiva’s service never improved for us during these years, so we have no hope that it will improve anytime soon.

During the COVID pandemic when our locations were closed for several months, including some which never reopened, Nextiva would not offer any assistance by pausing monthly fees or even reducing the number of lines in our contract. We were forced to pay for services that could not be used during an unbelievably difficult time for small businesses. Except for Nextiva, all our other service vendors were flexible.

Nextiva has been a constant source of frustration for our team, and we feel this has very likely contributed to employee burn out. I personally experienced many of the same call quality issues and stopped using the platform because it was so infuriating. Poor call quality has also likely contributed to irreparable damage to our brand as customer calls are so frequently dropped or missed due to Nextiva’s problematic online platform and phone app.

To summarize: we are locked into a 3-year Nextiva service contract with no apparent accountability from Nextiva in terms of service and call quality. We are still 1 year from being free of Nextiva, yet all 3 years have been a complete waste of money and team resources. YEAR 1: consistently terrible call quality and tech support. YEAR 2: multiple lines could not be used for most of the year due to COVID, then Nextiva’s phone service was even more problematic with our remaining team members working from home to keep our business alive with a heavy dependence on the phone. YEAR 3 is just beginning and we can’t move away from Nextiva fast enough, yet we are being forced to pay out for the last year due to an unfair contract that has no remedy for Nextiva service not functioning properly. Please don’t make the same mistake we did and get trapped by Nextiva!

Nextiva was a grave disappointment. It took three weeks for them to even set up my service to work correctly, and I was billed for all three weeks, even though I did not have a functioning product yet.

Once I had a functioning product, it was unreliable. Sometimes it would ring through, and sometimes it wouldn’t, and I would never know when it was working and when it wasn’t. Nextiva support blamed it on the app, but offered no solution.

Their “call flows” actually work pretty well, but they’re a beast to figure out (I’m a former web designer by trade, built my own computers, and worked tech support for HP, so I’m by no means lacking in technical savvy). However, editing call flows in their portal sometimes take and sometimes don’t, and when they don’t take, you aren’t notified that something was wrong. It just doesn’t work. Once you realize that a call flow didn’t take, you can’t go back and edit the call flow. You have to completely delete it, and rebuild it from the ground up.

There are also limitations within the call flow that aren’t explained in the documentation (that I found), and the call flow won’t work correctly if you exceed those limitations. However, there is no warning or message that tells you that the call flow is set up incorrectly. You just have to find out that it doesn’t work by hard testing the call flow with an actual call from an outside phone.

They also have the ubiquitous “higher than normal call volume” excuse on their support line and their online chat. It’s not “higher than normal” if it’s the same amount of call volume everyday. It’s called “we’re too cheap to staff enough people to adequately support the demand for our product”.

I give Nextiva a flat out “F”. If they had reliable service, a properly working portal, a properly working app, and decent support, I’d give them a “B”. Sigh.

This company prides itself on customer support, wrong!!!!!!
Support, a supervisor, second level of support is all mirrors they just blame the new platform as being faulty and unreliable and no follow at all with your problems. I had called three time and they never have a supervisor and the second level of support tickets just disappear, then you have to call again and again and nobody has the answer to your problem.

Biggest mistake of my life to pick this company to upgrade from PBX to VOIP.

If your looking for VOIP get anything else because if you pick Nextiva you are going to regret it big time.

My formal complaint is twofold. We have a fairly comprehensive Call Flow using professional voiceovers and music. The Nextiva Voiceover service has no idea of how a call flow works and can give you no advice. Plus, they intentionally mislead you by only giving you working samples of voices with no music. Then, if you want to add music then add another sneaky fee to do that. Shame on them for not being upfront and honest. To me this is very unethical.

It was much cheaper to hire my own voiceover talent and recording studio to accomplish this goal. However, their support team told me that the Nextiva system would automatically provide a call by name directory. So, I did not pay to have that recorded.

Now, after all of my studio time and voiceover talent have completed their jobs, I am being told by Nextiva that they do not provide that dial by name directory. To resolve this I have to rehire my talent to record the message and that which means another studio rental.

If the Nextiva Support Team were properly trained they would have saved me another $200 in additional cost. Plus, they are now delaying us from launching their system until I can get the new recording.

Bottom line is that I am really irritated. This could so easily have been resolved.

One more complaint. Their system information about the telephone instruments from Polycom is non existing and they do not even provide you with referral services. A company, as large as they are, should be much more professional and provide this type of information.

Previously used Vonage Business and Nextiva was roughly half the cost by comparison with significantly better functionality. Extremely happy I made the switch! The customizable and DIY Call Flow options are really amazing. Had to get their Support Team to help with my Yealink configuration bc of having used anther provider on the same system but they super easy to deal with via Chat and fixed the issue in a matter of minutes. Very impressed