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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 We have unpublished reviews that we’ve confirmed are fraudulent, and we continue to investigate all of Nextiva’s reviews.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.

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THERE IS NOT ENOUGH BAD I CAN SAY HERE>>>>>STAY FAR FAR AWAY FROM NEXTIVA

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I wish I had read the reviews before signing the contract, these guys are all about taking money no matter what! DO NOT DO IT!!!!!!! READ THE OTHER REVIEWS< CHECK YELP TOO!

none
Poor customer service, one they are in your pocket....look out!
No

Stay Away HORROBLE SERVICE !!!!

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So From the CRM to the Mobile app everything has bugs and problems. The mobile app does not work and they want to blame your router. So my router at home, my router at work, the router at Starbucks, the 4G form my cell provider. They keep you on the phone to try to fix the bugs and trouble shoot for hours at a time for an app that is not yours to begin with. To then nothing resolved, and try again next week. They don't care that you have a business to run and want you to help in the " trouble shoot and try to fix it ". In the mean while you loose business because you don't get your phone calls either the app does not work or your on the phone with support .They don't understand that for a small business it is our lifeline. Don't waste your time or money, unless you actually want to loose your business. I have spent thousands of dollars to do marketing for my company for the mobile app to ring and dead air, because it does not work. SO when they look at the analytics they say "you received 270 phone calls last week" but fail to look at the average call being 4 to 7 seconds in length. STAY AWAY From This Company nothing but headaches and problems!!!!!

None
Does not work, Waste of time, Waste of money,
No

Very Disappointed

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I left Google Voice to be 'saved' by Nextiva. This is because Nextiva has a lot more features. But I'm not pleased with Nextiva either. I don't know why people boast about their support. Nextiva support lacks tremendously. Good support doesn't entail a support phone number. Good support entails proper setup, proper comprehension and getting things done right the first time. Their sales department is flawless. But as soon as you pay for services, you realize that you are kind of on your own. It takes forever to port numbers out. You have to create tickets and reach out to support for every part of the setup, it's simply not seamless or white glove to any degree. There's nothing cohesive about the company. It's like you need to deal with a whole new platform for each feature. Like SMS, recording voicemail, etc. They have a LONG way to go for their platform to be adequate. NOTICE! Their mobile app is complete garbage. You CANNOT run your business through their mobile app. It works 1/4 of the time and has list of bugs from NY to Mexico. It's mind blowing that they onboard customers to an app so deficient. Do they not understand that phone calls are an integral part of running a business? Anyway, so much more to say, but I need to go. I'm switching providers yet again and I'm not even one month in. Horrible experience.

Features
Setup
No

Nextiva - Stay Far Away

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We have been an Nextiva Client for over 5 years. In the beginning their sales team came off as extremely professional and willing work and give you what you need. That was the end of what sounded to be a great relationship. In the first 12 months of service we had many service issues. We had issues of phones not connecting all the time or not getting dial tones, which forced a phone reboot and wait 5-10 minutes to make a call. The other biggest issue was when on a phone call our outbound voice would get dropped and the clients could not hear us. Nextiva would constantly blame our ISP provider and/or the Router. We had to purchase a second dedicated internet line for the Nextiva phones along with a Barracuda Firewall to help make the service bearable which now raised the monthly cost for the phone service. Throughout the years the service had less issues however, phones would still get disconnect and required rebooting, especially on speakerphones. This forced our team members to dial into their conference call meeting using their cellphones if they needed to attend their meetings on time. Next, we signed a 2-year agreement, not once did Nextiva mention or state clearly visible that they have an Auto-Renewal policy and without notice renewed our contract twice. At 45 months into our service when attempting to reach out and discuss pricing the Account managers did not respond. We called in and spoke to the customer service representatives who will state that you are on a monthly plan and you can cancel at anytime without notice. Not once did the customer service Representatives mention that there is an auto renewal policy or direct to their current Terms. Additionally, Nextiva had never sent out a notification that they will be renewing your account. They are deceitful and fraudulently renew contracts without notification or clients’ consent. When we attempted to cancel after 5 years of service, they state that we had 9 months left on a contract and demanded that we pay a termination fee for the total amount left on the contract. They force you to have a credit card on file with no option to remove the card. Even asking them to not place another charge to our card while disputing the contract they continue to charge our card month after month. The account representative will state that they have passed the complaint to the leadership team who never responds. Stay far away from this company, their service is spotty and will attempt to lock you into an Auto-renewal trap. Do the research on Nextiva, these are ongoing issues like many others are having. Additionally, their own employees have issues and have high turn overs. Do the research now and not wait till it is too late. We are submitting complaints to the proper Consumer protection agencies. As stated before, just stay away from this company, there are many of other reputable companies that wont waste your time and money.

None
Extremely spotty service, Auto-renewal trap, Hijack your credit card without option to remove.
No

Continually Disappointed and Frustrated

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I've been with my company for six years and I have been the primary admin for our Nextiva account for the past four years. Nextiva has been the bane of my existence. I won't go into great detail about all of the issues we've had with them because it would take way too long and even thinking about all of the hours I've spent troubleshooting them makes me exhausted and angry. I'll summarize my frustrations instead. Nextiva has, on several occasions in the past year, released our phone numbers that we've had for ages back to the carriers without our knowledge or approval. The first time it took nearly two months to get the number back, all the while our account manager lied to us constantly about the delays. There are some nice people in their customer support team but many that don't seem to have a clue how to help customers with troubleshooting. I dread having issues that require their support because I know, without fail, it's going to mean hours and often days or weeks of my time spent reaching out for help, inquiring about updates, trying to escalate issues. They also instituted a new policy this year that companies who they consider "small" are no longer assigned a dedicated account manager. Instead we have to direct our issues to a "team" and hope someone takes responsibility for it. I can't remember the last time I was able to contact support and get the answer I needed in one conversation. Often I will have to call their main support line and the customer relations line, send emails to support and escalation, and spend hours being bounced from department to department in the online chat. Today, while talking with a support person about a sev1 issue I reported LAST WEEK that still hasn't been resolved, the individual said that the question our IT department had asked of Nextiva was "rude". We were asking for them to provide justification for a troubleshooting request that would require us to schedule maintenance that could affect our employees and clients, and that was apparently "rude" of us. When I asked again that he send an email explaining the request, he suggested that we could find the same answers on Google. I reminded him that we aren't customers of Google, we are customers of Nextiva. We are paying them to support us and provide a quality service but it seems to be too big of an ask. If it was up to me I would switch carriers yesterday. Side note, I noticed the alert in red at the top of this page about them possibly enlisting people to make fake five star reviews to bolster their ratings. I totally believe that is happening. If you look at the GetVoip site, you can see a ton of reviews that all appeared on the same day. Apparently they were having people write reviews while they attended some big conference. Got me wondering if they offered some sort of incentive like gift cards or something for those writing the reviews. Very sketchy.

Sometimes the phones work as they're supposed to.
Horrible customer service, confusing and overly complicated portal, continual interruptions in service, no accountability
No

horrible, they just want your $ and lock you into a contract.

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Our psychiatric practice takes care of 5,000 patients. We purchased Nextiva phones, fax and equipment in 2017. Fast Forward 3 years later during a pandemic, and our medical office needed more phone lines. Patients could not reach their doctors as we literally could not answer the calls coming in with the number of lines we had (really unsafe to patients and overall medical care, we needed 6 lines and not 3). Nextiva after multiple attempts and shutting our phones down for two business days (again very unsafe and scary to our patients emergent needs during the pandemic) could not add phone lines and demanded we purchase upgraded equipment. Mind you this would be very expensive. We went with a different carrier and now have six lines to safely care for our patients during these emergent times. We never bought new equipment either. Nextiva states they will not release us from a contract as their lawyers in the state of Arizona have placed a two year autorenewal on our contract. This is illegal in Florida and there are laws to protect against it but in Arizona where the company is based its not a law. They will not release us from the contract despite the circumstances and we have been good customers. Please see better business bureau complaints regarding the same issue. The autorenewal Nextiva has goes into effect with no email, no written notification or any notification at all. They than force you to pay the balance or threaten with collections and to ruin your credit score. To me this is a horrible practice of business and they could care less about our medical practice caring for those with mental illness during a time of crisis. All they care about is the bottom dollar. Please just look at the BBB complaints (Nextiva doesnt even respond to those as they just want $$$). The human resource department and customer support is horrible. They don't even respond to you once you sign the contract.

fair price
they could care less about you or your company, they lock you in a contract written by their lawyers and thats it, you have to pay.
No

We can't start with Nextiva and they will not let us stop.

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We signed a 3 year contract with Nextiva in anticipation of building and opening our new office on April 1st. Not only could we not finish building the office, we have had to close our exisiting office and lay off all employees. We never used their services, never used the phones. They will not let us out of the contract. Their "generous offer" as it was put to us, was to put our account on hold for 3 months instead of just month to month, while we continue to pay a fee for each of the eight lines we will never use. They were not open to other offers or compromises we proposed. The only other option we were offered was to pay off the 3 year contract in full, to end it. I have had other vendors we work with send offers, discounts and refunds without our even asking. Not this company. They just want their money and could care less about trying an approach with a bit of humanity. Their customer service is a stone wall. Their attitude, pretty despicable considering the current situation and my telling them we most likely would not have a business in three months let alone 3 years.I am a CEO and owner of a company. Never ever would I treat a brand new nor an existing customer in this manner.

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all
No

Nextiva. Beware!! Terrible Experience.

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If there is way to give them minus stars I would. Painful experience of dropped calls and generally bad reception which was never fixed in spite of numerous calls to tech support. I was locked into a 1 year contract so had to stick it out for a year. After the year I ported my number out and tried to cancel service but was informed that I was automatically renewed (NO NOTIFICATION). This auto renewal verbiage is not in the contract and when I pointed this out was informed it was in the Terms and Conditions which was only accessible via a link (which did not work). I've been shunted around to five different customer service reps with no resolution and they've said they are going to continue to bill me even though they are not providing any service. I notice that lots of folks have had the same experience and would like to pursue a class action against this shady company.

None
Will hold you hostage once they have you as a customer.
No

I can't warn you enough! Do not start with them!

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Stay as far away from these guys as you can! Nextiva had me on the contract as the primary person who setup the contract, I tried to cancel about 2 years later. At that point they told me I was not the primary on the account and could not cancel. How I was changed out of being primary they can not explain, but they insisted that I must have asked them to take me off and put a temporary employee on as the primary. After a very long and painful month of jumping through their hoops to prove with a ton of documentation that this is in fact my account, I told them I want to cancel. They emailed a very misleading email saying that the account is in the cancelation process. As it turns out I failed to follow up with the cancelation and they automatically renewed me .....on an ANNUAL contract. I gave up for a few months and retackled the problem again this year. I went through about 6 rounds of cancelation requests and monthly charges before I was finally "escalated" to a manager who tells me I can not cancel because I am on an annual contract. That until I pay an early termination fee, I cannot be canceled. And the only way to pay this fee is via the phone with him. Sneaky and crooked company "policy" And if that were not enough, the porting out of the phone number was ridiculous. Many of the employees of the company are very nice and I was impressed with that, but now I feel bad for them because they are working with a genuinely crooked boss.

Aggressively sought me out as a customer
Subversive and deceitful
No

Fantastic until once we signed the contract, then everything changed.

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Nextiva was amazing and promised everything we asked for as if our requirements were the simplest thing they had ever seen. This was not a surprise since we are a small company with 35 employees and only 5 locations. The terror of this company started on a Tuesday after we were unable to get in touch with our on-boarding rep for two business days. We were concerned that we had gotten a notification that our numbers were scheduled to be ported on Thursday. The rep told us that we were within the 72 hour window and it could not be changed. Well, we had been calling since Friday so thanks pal. We though we just had a bad on-boarding rep. We scrambled and managed to pull a miracle and got the system switched out, but most of the features that were were sold on were not working. Many customers were going straight to the auto attendant, even though we wanted a rep to have 6 rings before sending the customer to the auto-attendant. About that time, the on-boarding rep dumped us for a new rep, who worked through most of our issues, but we still had features that were were sold on that were not working and customers that could not get through. A few weeks later we had a new rep, and we still had features that were not working and customers that could not get through. This rep was able to give us the Enterprise Tech support number and they were able to fix some of our call flow issues because the original on-boarding team managed to completely fail at the basic set-up. At this point we are just happy that customers can call and get one of our employees on the phone. The admin portal is worse thatn they portray in the sales demo. There is no ability to make mass changes. They do not use the call flows that they brag about and instead use a band-aid style system that is difficult to modify. There is probably some really bad bugs in the system they show off in the sales pitch. So, if your only requirement is that after a couple of months of work, you can get business phone calls, this system will work. If you want features, customer service, or support, look elsewhere.

we managed to get the basic features working ok
consider buying a car from a used car salesman that sells broken cars dressed up as cars that run well. This is what getting int a contract with Nextiva feels like.
No

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Nextiva

Scottsdale, AZ
2005Year Founded
75%Recommend
193User Reviews
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