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Nextiva Reviews

Message from VoipReview.org Staff: VoipReview has reason to believe that individuals or entities associated with or having an interest in promoting Nextiva have been attempting to post fake or otherwise inauthentic reviews in order to artificially increase the overall review score of Nextiva on VoipReview.org. We have unpublished reviews that we’ve confirmed are fraudulent, and we continue to investigate all of Nextiva’s reviews. Please take this into consideration when researching VoIP providers. We are committed to ensuring the integrity of all of our user reviews.


Nextiva has changed business phone service for good; Nextiva's phone service combines high-quality service with incredible technical support — and you can keep your arms and your legs. One of the best in the business today, Nextiva delivers powerful communications capability with simplicity and ease of use.

Nextiva has two basic phone plans: Connect and Nextiva Office. Both have multiple scalable options: as you increase your calling capabilites (for instance, expanding from 1,000 minutes a month to unlimited minutes) your monthly flat rate increases. But that’s it: there aren’t setup fees or contracts (that is, unless you want one; like most other VoIP providers, Nextiva offers a discount to encourage you to sign a contract).

No matter what plan you choose, Nextiva will load your plan with useful features. Even Connect 100 (100 minutes for $8.95 a month) offers 10 virtual extensions, along with cell phone integration, follow me features, advanced voicemail features and more. Plus, Nextiva offers a wide variety of helpful customer support options — including US-based support.

Nextiva also offers efax and SIP trunking service.

Users Average Rating

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business owner

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I was promised phone and fax and text message service. The text message service didn't work. Messages wouldn't come through to me unless I was actively in the nextiva app. If I wasn't in the app, messaged that were sent to me would NOT be in the app when I opened it. They just disappeared. Without the ability to have functioning text messages, I gave them a chance to fix it. They rebuild the text messaging service for me. Did not fix the problem. I tried to quit nextiva and get a refund because their product didn't work as promised. I was lied to the entire process with customer service about getting help regarding cancelling and a refund. Nextiva keeps saying there is a signed contract for 1 year and they can't give a refund, or a early termination. They can't grasp that, yes, there is a contract and they did not live up to it by failing to provide function text messaging. Bad product and bad customer service.

none
text messaging didn't work and they couldn't input my old phone contacts to their system
No

Moved their customer service to Eastern Europe. Can't get a straight answer

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I used Nextiva for 2 years and they were great. Due to a move, I had to find a new provider. After a year, I couldn't wait to go back to Nextiva. Now after being back for a year, I feel like crying. This is NOT THE SAME COMPANY. My options keep dropping off, My service is spotty. Nothing works for more than a month and then when I have to call customer support AGAIN, I get Eastern Europe. The customer service reps follow a script and if you don't know the terminology, they get rude and act like you are stupid. REALLY? I am sick of dealing with this and can't wait for my current contract to end. I will be out of here.

In 2015, they were amazing.
Customer service in Europe - rude. unreliable service.
No

Try Another VOIP Service

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Try another VOIP service. Do not waste your time with Nextiva. I subscribed to Nextiva VOIP, Voice Over Internet Protocol service as a way of creating an additional telephone and fax number for my business in October, 2016 when I started my accounting and tax practice. I was excited about the idea of having two different telephone numbers ring to my cell phone, my personal cell phone number and work number through the Nextiva App. In the beginning I was already having problems hearing people using the Nextiva App by itself. People were also having trouble hearing me. Voices would fade in and out in a tinny, electronic manner. I called Nextiva several times to get this resolved. Their level one and two technicians are a waste of everyone’s time and money. When I called into Nextiva customer service, I kept getting asked repeatedly for my PIN, name, and phone number. Often it was the same person asking me over and over again the same information that they were clearly not keeping track of. They also repeated apologies and ultimately did not know how to resolve a single problem I called in about. After a few months and persistence, I was able to get to a level 4 technician consistently, who helped me bypass the Nextiva App by piggy-backing on my cell phone number. I could then hear people better and the reception was better. A few months after that during this past tax season 2018, I started noticing I was missing calls. One of the customer relations managers at Nextiva, denied that there was a problem and denied me a one month credit that I asked for. Monthly fees were about $50/month. After several months of calling in about the same problem, I reached a customer service manager, who granted me a credit for one month in August, 2018 for September, 2018. I still had the same problem, then they said my router was no good for the Nextiva service. There was subsequent fooling around with Comcast who had to come out twice because I had asked according to Nextiva instructions for a stand-alone modem. After the second visit Comcast stated they no longer provide stand-alone modems, but can bridge the modem they provide. There was a lot of customer service manager turnover. The customer service manager changed to one who sent me a Netgear router for free to try. I still had the same problems, my phone would go straight to voicemail when people called. I told the manager I have had it, I have spent at least 100 hours with Nextiva Customer service. I then proceeded to look for another service and get my phone number and fax transferred to the new service. This is called porting the number, which takes a few weeks to complete. Upon being informed the service manager got mad and charged my business credit card on file without my authorization for $91.10 for a Netgear N300 Router retailing at $34.99. I was furious. I stuck to my plan and ported the numbers over to the new service and shipped the Netgear router back at my own expense via UPS 2 day costing $14.44. The porting got confirmed by the new VOIP service and the router return was confirmed by Nextiva who promptly credited the $91.10 back to my credit card. Save yourself some time and money in your VOIP search and do not go to Nextiva.

Really, Pros?
Please see review comments
No

DO NOT USE OVERCHARGED ME FOR 2 YEARS!

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I heard from Nextiva. They admitted to overcharging the account for over 2 years but did not agree to refund the total amount they overcharged because they say that I should have caught it sooner. I explained that I informed them that the invoices were not being received over a year ago and asked them to update the email address but they conveniently never did. I also explained that they are responsible for billing me correctly and they did not. Additionally, they have informed me that I am in a contract which I did not agree to and that I have early termination fees which I was explicitly told I do not have numerous times in the past. They want to refund me $1400 and charge me over $3000 for canceling. Since they broke their supposed contract I should be allowed to switch to a more reliable and trustworthy company without penalty. Additionally I should be refunded for the total overcharges not just a portion of them. I would like to formally escalate my complaint.

None
Liars Scam Artists Hidden Fees False Billing
No

DO NOT SWITCH to NEXTIVA

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Nextiva lied to us to get us to sign a contract. We have roughly 60 Extensions and they promised to have us switched over from our current provider- VONAGE BUSINESS within 30 days. 6 Months later we were still not switched over. We were paying for two different phone systems to a tune of $7,000 a month. Bottom line.. do no trust them. They will lie to you just to get you to switch over to them and in the end the service is inadequate- the salesmen are liars and the support is terrible. They hire people who don't know what they are doing and in the end the consumer suffers. Then as we are trying to leave NEXTIVA they hold our numbers hostage for a few more months until we filed a complaint against the FCC. These people are unbelievable- We tried to switch from Vonage to save some money but the service and support isn't worth the savings- just saving 20% for more headaches and grief. TRY ANYONE ELSE EXCEPT FOR NEXTIVA

NONE
Terrible customer service, Terrible support, Terrible connection.
No

AVOID AT ALL COSTS

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I've been sorely disappointed with Nextiva and I learned a very hard lesson
about salesmen overpromising and underdelivering...

We took over a Powersports dealership about a year ago and needed to purchase
a new phone system. Everyone I spoke with in town told me to avoid VOIP like
the plague, but I really liked some of the things you could do with it so I
went online and read the reviews for several different VOIP companies and saw
Nextiva had glowing reviews and a pretty large portfolio of companies they
work with. I was impressed! I then reached out to their sales department and
they sold me on how seamless their system was and how great their customer
service was and that if I ever had any issues at all, I could reach back out
directly to the salesman and he'd get me taken care of. All of that was a
lie...the installation process was cumbersome, the set up even worse, the
"customer service" I've received from the Account Management team has been
subpar at best, and I've never been able to reach the salesman since I
started calling him out on the lies he fed me.

The thing that bothers me the most is they screwed up big time with our set
up and installation, which ended up costing us a couple thousand dollars, and
when I asked for some compensation for their mistake, they blamed me for the
confusion and said that I signed a 3 year contract and I was obligated to pay
them what I agreed to. Each and everytime I have any complaint or concern,
they bring up the contract that I signed...its not about my satisfaction as a
customer...its about the contract, which if you want to get out of, you must
pay the ENTIRE remaining term.

If you choose to go with this company, I DO NOT recommend signing a contract.
The actual service they provide is good for the most part. We've had a couple
outages, but nothing too major.

Phones are decently reliable
Customer Service; When You Do An All Page, you get a stupid automated spoken voice that announces "PAGING" before you speak...really stupid; Expensive; Silly Contract
No

STAY AWAY - Nextiva

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We have been with Nextiva for one month now. It seems like each week there is
something new that was not configured correctly when we ported over and we
have to work to get it resolved. The biggest issue occurred the first week
after we went live. From the beginning, we informed the Nextiva sales rep
that we needed an all page. We informed them that we had 129 devices. During
the discussion process, we increased our number to 139. At no point during
the process did the sales rep tell us there was a limit on the number of
devices that could be included in the all page. The first week of our being
live on their network, I went to set up the all page and was informed that we
could not get that because they only supported 100 devices. We area K-12
school and we use the phones as our paging system. We now have to go out and
spend about $5,000 to set up IP speakers that can be added to the system in
order to get our all page.

In addition to the paging, there have been numerous issues that our original
deployment manager was supposed to get configured which did not get done. I
have had to continually follow up to get things configured correctly.

Once you are configured, the technical support does a good job.
The set-up is a headache. I have set up numerous systems and have NEVER run across the amount of issues that I have seen with Nextiva. Do not use them unless you plan on babysitting all of their work until you are completely configured.
No

Love Nextiva

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We installed Nextiva in 2015 and have enjoyed an almost problem free phone
system after or initial installation. We had our previous lines ported to
Nextiva which took longer than anticipate, but once that was completed the
system has worked almost flawlessly.
We occasionally have issues that after investigation turned out to be related
to our ISP and not Nextiva. I find their website easy to navigate and I can
activate most features without ever having to be physically present, like
call forwarding, etc.
I was very nervous about changing providers, but our previous provider was
going out of business, so I had no choice. No I'm so glad I did that as our
service is as good or better and our cost is less than half what we were
paying.

Good customer service. The account representative contacts me monthly to check on how we're doing. Tech support is fast when there is an issue.
I took longer than anticipated to port our old numbers over to Nextiva.
Yes

Disappointed and disgusted

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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
reconfigured.

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.

Fancy sales pitch
No apologies, no accountability, no business integrity, and no acknowledgement for our financial loss - - this is their top down company culture and work ethics.
No

The Nextiva Nightmare!

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What a nightmare!! I was so hopeful this system would provide the service I
was sold. Set up has been terrible, glitches everywhere. Getting them fixed
is like pulling teeth. We have a car/boat dealership and have lost calls
because of all the problems. I had no idea this would consume dozens and
dozens of hours of my time to get working and it is still not working. I was
told they would port my number , they can’t. I was told we had cell phone
apps included for all users that made the cell phone work just like the IP
phones. Not true! (unless we pay for a “special” app at $7/month for each
user). I am still paying for my original phone lines and Nextiva system just
to keep my business functioning. Too many issues to list. I am still hopeful
things will work out but this is truly a nightmare, nightmare, nightmare!! Do
not switch over your phone system or authorize phone number porting or pay
any monthly fees until AFTER your Nextiva Phones are all set up and all
functions tested. They want you to Port over you numbers right away so you
are locked in to them, then the nightmare begins. Good luck! Ha ha!!

Theoretically this is supposed to be the latest and greatest. Hmmmm....
see comments above
No

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Nextiva

Scottsdale, AZ
2005Year Founded
81%Recommend
179User Reviews
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