We are currently in the middle of a crisis with Nextiva!!!
We signed up for Nextiva VoIP service on February 14, 2017. Monday February
27, 2017, we opened shop to discover that we no longer have telephone, fax
nor internet services. We learned from AT&T that Nextiva submitted a
request, on our behalf, to cancel our contract with AT&T. This was obviously
not what we had agreed to with Nextiva.
At this point, AT&T cannot re-establish our internet service until March 3,
2017. AT&T cannot expedite our request due to the ongoing flooding situation
in our area. This means that we will be out of business for a minimum of 5
days. We are a small pharmacy and our enterprise systems operate behind a
third party firewall which requires static ip addresses. When AT&T
re-installs our internet service, we will get a new set of ip addresses so
the firewall, POS system, security cameras, etc will all have to be
I spent over two hours on the telephone, on day 1, with Nextiva level 1
support which only led us back to the mercy of AT&T. I reached out to our
Nextiva Sales Agent, but learned that he was on leave of absence. I tried to
escalate to Sales Agent’s manager; left several messages to explain our
situation, but the fact that Nextiva shut down our business was not enough
for him to return our calls. On day 2, I sent an email to Tomas Gorny (CEO)
and other Nextiva Executives with copy to our Sales Agent & his manager, but
did not get any response from anyone at Nextiva.
Today is day 4 of our business being shut down. I followed-up on the email
sent to Tomas Gorny, expressing my disappointment. Two hours later, I
finally got a call from my Nextiva Sales Agent, but it was to let me know
that it’s mine and AT&T’s fault. It is my fault because I signed the
contract with Nextiva; he drew my attention to the fine prints on the
contract where it says situations like mine may occur. It is AT&T’s fault,
because AT&T should have verified with me before disconnecting my services.
When I asked to terminate my Nextiva contract, even though we have not
received services from them yet, Sales Agent said that I have to send an
email request into their CRM system.
Nextiva is a modern day snake oil salesman – they made a quick sale full of
promises and then ran for the hills. No apologies, no accountability, no
business integrity, and no acknowledgement for our financial loss - - this is
their top down company culture and work ethics.