Nextiva

I have been a customer with Nextiva for 3 years and have had problems with missed calls, missed messages and with changing our company address. I recently purchased 3 new phones from NEXTIVA with WIFI dongles, called Nextiva X815, that were sent directly to me from the company. None of the phones worked when plugged into ethernet and my secretary has spent over 30 hours speaking with basic and advanced technicians to set up the phones over the past 2 weeks without the issues being resolved. The phones temporarily work on ethernet, but never work on WIFI through the WIFI dongle. The customer service have no recommendations other than continue to speak with technicians or sign up with a new company and port your numbers. It is hard to believe that it is so difficult for them to set up their phones and that they have wasted so much of our time. I have used 2 other VOIP providers in the past without any issues and will change services soon if these issues are not soon worked out.

I spent time with the tech representative Oleg. This man really knows he’s stuff! He helped me in many ways. Now I have obtained the knowledge on how to customize everything I need.. I’m very grateful to have had him on the line. I know from my personal experience with so many professionals claiming that they can do the job, but fail to act through. Oleg made it happen!!!

Today I spoke with Robert N. over at customer support and he did a wonderful job with troubleshooting all my issues. He was clearly very knowledgeable with the system and quick to recommend short-cuts and more efficient ways to operate within the Nextiva interface. My prior experiences within the support team have been ok, with me ending the call not entirely convinced my issue was fixed. However, after speaking with Robert, I feel that I am in good hands.

Their support is horrific and the phones are hit and miss if they work or not. We have requested service and they just ignore us. They have done nothing. They just say sorry we have noone to come out we can only try to trouble shoot remotely. They have been doing this for weeks and say the same thing every day so essentially I am just paying for phones that do not work.

Support nightmare: mediocre at best, and unavailable outside of regular business hours, which is problematic for a 24×7 call center. Problems take days and weeks to resolve rather than hours. Trying to engage our account manager has been an exercise in frustration and ignored Emails / phone calls.

I am a current customer. I called in for support on one issue and ended up with a few additional questions. Oleg helped me with my issue and answered my questions. He was patient and knowledgeable. He took the time to understand my issue and questions. My questions and issue were answered and resolved in one call.

I would not recommend Nextiva to anyone. I signed up for service and was charged for my initial month. Then I had to send financial confirmation and was told that I would be contacted to setup my account. Days went by and I didn’t hear anything so I tried to set my account up on my own. I tried to call Customer Service for support and was on hold for 45 minutes. I was then told that they couldn’t help me and that I would need to schedule a setup call for 10 days after my phone numbers were supposed to be ported. I indicated that I wanted to cancel the account and was transferred to the cancellation department. The representative in the cancellation department was very polite and helped me cancel the account and the port requests for my phone numbers. I received a confirmation email that my account was canceled and that the ports were canceled. A couple days later I received an email that one of my phone numbers were being ported and would be activated the next day. I tried calling and was on hold for almost an hour again and spoke to a representative for a few minutes before my call disconnected. I am now on the phone on hold again and hoping to get this issue resolved.

If you are going to ignore my warning and sign up with Nextiva, make sure they get your account setup the same day you sign up for service and make payment. DO NOT REQUEST TO PORT YOUR NUMBERS UNTIL EVERYTHING IS SET UP.

Great Service always! quick easy! the customer support team is always willing to help they get it done fast and are so kind! I appreciate this as it is so hard to find in Company. When I have a issue I appreciate the quick manner in which they get it done. I can email or call in at anytime with the same quick results from the customer support team. I appreciate their great service and this is why we will always be loyal customers of Nextiva!

I was hesitant to switch to this type of phone service. However, Spectrum kept raising prices and would not offer any incentive to stay with them. I did a lot of research and ended up choosing Nextiva. So far so good. I needed assistance in getting our system set up and their online and person-to-person support has been terrific.

Nextiva is all sales and show. We struggle every day with dropped calls and dead air in our call flows and call centers. We have recorded and documented numerous instances of poor call quality but support consistently claims we need specific examples. We have recorded calls from inbound calls, exact times and highlighted the calls from the call reports. What more could you need?

Nextiva will show the beautiful front end with CRM and modern design but in reality the system runs on a Broadsoft platform the real configuration and reporting looks nothing like Nextiva promotes on their website. The call flow graphical tool is garbage and what should be simple transfers between call centers are configured as external calling because the platforms are not connected. One call looks like 3 in all the reporting.

Reporting looks great but is not usable. First you must be a full admin to access “Nextiva Analytics” I can’t make a sales manager who wants to run reports a full admin. This seems fake but has been confirmed by 3 different Nextiva Engineers. If you do have rights the reporting can’s do something as simple as save a layout after removing or adding a column. There is no API or method to extract data other than email a link.

20 years managing VOIP systems. Was a test case for Cisco’s first VOIP offering. Worked with on-prem and host such as Vonage Business, Ring Central and Mitel. Nextiva is all show no go. As of writing this we can’t log into the management interface and calls to support are being dropped.