Nextiva

I was struggling to find a solution according to my specific needs even though the website interface is pretty easy to gauge. I called the Support line and got connected with Robert N and he was able to understand what I wanted and how it could be delivered. He stayed on the call with me and made sure that changes were made according to my requirements.

The best thing about Nextiva is Customer Support.

Buyer beware. Be careful of the contract. When your service doesn’t work, you will be hit HARD. If you don’t have time for trouble-shooting, don’t purchase. If you don’t jump through the appropriate hoops and need to cancel due to lack of service, you will pay a HUGE fee. I as a business owner cannot take the risk of phones not working. This should be effortless but they want LOTS of your effort. This company is running a scam. If they stood behind their product, they wouldn’t feel threatened by people leaving – they wouldn’t need early termination fees.

Confirmed Nextiva would integrate with out software and it was the reason we chose to Nextiva as it is the most important feature for us. We were crystal clear of this requirement but after being told repeatedly it will work with our software, it does not. Cancelled in four days and they still have not given a refund in almost a month. After I said I would dispute the charge, they said they would try to make an exception but they do not give refund. Note, there policies clearly state a refund. Our sales person was super responsive up until I let him know Nextiva did not work with our software then he wouldn’t respond. super unprofessional. Nextiva really seems like a scam.

easy customer service to make changes! the chat agent got right in and asked the right questions and changed my forwarding information with ease. i never had to call and wait to even speak to anyone to get done what was needed. i haven’t had any negative experiences with nextiva and its been at least 6 months now!

Pedro is an amazing employee. He helped me understand the entire phone system we have with Nextiva. He also helped me painlessly set up an auto attendant and a new hold line. He is an excellent teacher and I now feel 100x better about understanding my phones. This last sentence is to fill up the required character number.

If it weren’t for Nextiva having the best uptime of any VOIP service we would not use them. Their support is not aware of features that have existed within Nextiva from the start and consistently tell us things cannot be done even though we find ways to make it happen with their own system. PATHETIC

Until I began my entanglement with Nextiva, I was blissfully unaware of how catastrophically bad a service provider relationship could be and just how much damage such a horrible service provider relationship could do to my organization. The only nice things I can say is that the customer service reps try to be nice, and the sales pitch was great. Everything else about Nextiva is just an embarrassment. This product is not ready for customer use. I spend hours—really, HOURS—EVERY SINGLE WEEK on the phone with customer support. I have to change our audio greetings weekly, and, without fail, every time I do so, something (that I did not touch) breaks.

This technology is so bad that I can’t even come up with a suitable analogy. The hours I spend on hold with Nextiva every week listening to the horrible 70s porn hold music are surely taking years off of my life expectancy, although I’ve begun to wonder whether I may already be dead and my interactions with Nextiva are my own personal hell—or maybe just purgatory.

Torture. If you’d like a shorter life expectancy, want a reliably and regularly broken phone system, and have half a dozen or more hours per week that you want to burn up, then—by all means—Nextiva is the company for you!

If you care about your blood pressure and your company’s success, don’t make the mistake I did. Avoid this company like the plague that it is.

We had two separate issues for Nextiva to figure out when our phones weren’t working correctly, so this review is for two different employees who gave me the same solid service that can apply to both.

It all started when my manager at a store said the calls were going straight to VM without the phone ringing. I gave her the support number and any other credentials she would need to make the call. Unfortunately, she was not on the approved list for my company to troubleshoot problems. This is a FCC rule that I understand but don’t agree with as it takes time out of my working day. This is not a fault of Nextiva.

The first tech I reached was named Robert. He was very pleasant to speak with, had a decent demeanor and was very patient in understanding the issue. He quickly located the problem in our VOIP system and had it fixed very quickly. Then he looked for the same problem with any other of our lines in the system. That’s a good worker in my opinion as he just doesn’t want to be done with me after we fix the original problem, but has the patience to look for other problems. We also learned from Robert about Shared Call Appearance on their system. I learned quite a lot in the short time talking with Robert.

Right after I hung up the phone, my boss called me and wanted me to forward a line to my phone since she was going to be out in the field for the day. She told me how to forward the number, but I wasn’t sure I was doing it correctly so I called the tech support again. This time, I spoke with another capable and friendly member of Nextiva, named Joel.

Joel showed me where to make the changes and also helped me fix my mistakes when I tried to setup the forward. He was very patient and spoke on a level which I could understand. He explained to me in great detail on how the forwarding works with Users/Auto Attendants/Groups. It was very complicated but very clear when we spoke. He then checked to make sure everything was working, once again not rushing me off the phone.

Overall, my experience with their tech support was great! I’m not sure how the issues started, but sometime mistakes can happen. I’m just glad that I was able to reach effective communicators and troubleshooters for the issues I was having today. Nextiva gets a gold star for outstanding tech support!

After 18 months of trying to work through major issues with Nextiva in good faith, we asked to be released from our contract as it is clear Nextiva cannot get the system to work as needed. Instead Nextiva is trying to charge the full value of the remaining 18 months on the contract as an early termination fee.

We are a small call center with very simple needs. I have been shocked at the poor performance of the system and the lack of ability to customize or change the way the system works to meet our needs. Reporting is also extremely disappointing, including deleting all historical data for a user that leaves our company.

For example, there is a status in the system that cannot be tracked or reported on that allows a call center agent to appear online but not take any calls. This status cannot be disabled.

For example, Nextiva’s only solution for allowing a supervisor to move an agent in and out of queues is to make the supervisor a full system administrator. This would give a floor supervisor complete control over call routing, menu options, adding and deleting users, releasing phone numbers, and a long list of other items. Nextiva does not see any security issue with this option.

Our company has had an issue with outgoing caller ID either not showing or showing a different name which causes a lot of our calls to be ignored. I finally got the issue fixed by a very knowledgeable, patient and willing support person by the name of Dennis. Our problem has finally been resolved!