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Nextiva Reviews

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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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Note: The graphs above only measure the user ratings displayed over the last five years.
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Nextiva: Best Customer Service

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5
Average: 5 (1 vote)
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I have been using Nextiva services for over two years.  I really like the sounds quality and pricing.  More importantly though, is when things go wrong, their customer service group is very knowlegeable, patient and responsive.  I have dealt with other VoIP providers and nothing compares to the professionalism and expertise of Nextiva's support staff.  And, they reside here in the US...yes, American jobs!  Their platform is feature rich and there isn't add on costs for the add on features.  I have 20 phones, 5 automated attendants and use advanced features, all for the same basic price.  I have to say that after expierencing three other VoIP providers, my BEST experience and excellent pricing is with Nextiva.

Customer service is by far the best of any VOIP provider that I have used. They are knowledgeable, responsive...and they speak ENGLISH! Yes, they are located here in the US! Sounds quality is very good and their platform is VERY flexible, I can do things unthinkable before.
With a platform so flexible, it comes at somewhat of a cost. It is complex and complicated and at times, making changes requires you to call and update configuration files instead of having those files update automatically. A minor inconvenience.
Yes

Nextiva: Inferior Service

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I thought the service was great for the first month.  I then received complaints from business associates that they kept hearing sounds as though I was hitting keys on my phone during the call and found it distracting and making it necessary for me to repeat myself frequently.  Undoubtedly, potential customers heard this and chose not to tell me how bad the connection was which certainly did not help the good impression I was trying to promote.  I spent 1 month not knowing about the problem and two months trying to resolve the issue with Nextiva.  I spent hours and hours on the phone with them. I replaced the modem with my cable company, replaced the Nextiva adapter, and purchased a new router from Nextiva.  I also had numerous technical adjustments maded from Nextiva.  I was probably told 5 times that the most recent solution effort would almost certainly resolve my problem.  One tech support person said the chances of his solution being successful was 99.5%. Nothing ever helped.
I finally had to give up and move on.  When I went with another provider (my cable company) I have had no voice issues, but found out that the number Nextiva provided me was not portable.  This caused me to have to spend money to redo my business cards and advertising materials.  Businesses who may decide at a later date to call me on the old number will not reach me.
Nextiva did not financially refund me what they should have. They charged me for 3 months of inferior voice quality.  They knew they were doing this for the last 2 months. The adapter I purchased and was then replaced was not refundable because I had the original adapter over 30 days.  I only had the replacement adapter for two weeks and it did not resolve the issue.  I am stuck with a $55 adapter plus shipping that never worked.  I paid $87 for a router from Nextiva that I was assured would resolve my issue.  After 5 phone calls, they finally gave me instructions for sending it back.  I will see if they refund the purchase price of the router as they told me they would.  I am still stuck with the paying the cost of delivery of this router and also the cost of sending it back.  I have spent over $250 for inferior Nextiva services that will not be refunded.  Obviously I also am out the cost of replacing all of my advertising materials due to the lack of portability of Nextiva's number.
Clearly many Nextiva customers are not having these technical issues.  Without these issues, I would be happy with their service.  If you go with them, just realize that if you have problems, they will not make it right.
 
 
 
 

Nextiva provides a very nice package of features at a very reasonable price. Customer service is friendly and easy to reach.
I had sound quality issues from day one. After 3 months, Nextiva never resolved the issue. I had to cancel the service. I found out that the number given to me was not portable. I am starting a new business and had to change my phone number, business cards and advertising to reflect a new number. Nextiva refund policy is VERY POOR! They accepted NO financial responsibility for providing me inferior service from day one.
No

Nextiva: Good not great

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Good not great business service. Would recommend 8x8 over nextiva. I have used both. But feature rich (that part better than nextiva). Excellent control port and responsive system.

Great features. Real business set options
could not get system to work for me. though they give you a dedicated sales rep. I found them to be slow to respond.
No

Once you’re signed up, it feels like Nextiva is much less interested in dealing with you

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Average: 3.6 (1 vote)

I signed up for Nextiva recently. The sales rep was responsive and quick to adjust the quote to include the changes I required. Since then the experience has not been great. Nextiva gives the impression that much of their focus is on image and sales, and much less so in the area of technical support. So once you’re signed up, it feels like they are much less interested in dealing with you. See exhaustively detailed issues below:

  • Uploading audio file for use in auto-attendant or voicemail -- Description in Office Manager user guide states “8 or 16 kbps WAV file”. The file upload wizard defaults to .au file type. Numerous audio file formats were attempted unsuccessfully. In order to determine the actual file format required, it was necessary to download the default Nextiva auto-attendant audio file and analyze the format. Actual required format is: Wave PCM signed 16 bit, 8000 Hz, 128 kbps, mono. I entered a support call for this via email. Ticket was closed without any reply from Nextiva support.
  • Followed instructions for initial account configuration detailed in Office Manager user manual. Manual states in several places that the MAC address for devices shipped to customers by Nextiva will be available from a drop down list in the Device Assignment section under “Sites” in Office Manager. No MAC addresses were listed. Four separate support tickets were entered for this issue. After receiving the IP phone, I was unable to configure it or use it because of this. My first telephone support technician and two email support tickets were closed after the technicians told me that their “oversight had been corrected.” It had not been. On the fourth ticket, a phone support technician manually configured the phone using a remote session. She was unable to explain why the device didn’t show up in Office Manager, why the user manual states that it will, or how I was supposed to know that the instructions are wrong. The technician told me that I should feel free to call if I experience any further issues and they would help me with it. She also told me that I would “get used to” the confusing operation of Office Manager. I spent a few hours dealing with this problem. Although my phone does seem to be working properly now, I still do not have any devices listed.
  • The auto-attendant configuration page plays an audio file of the default auto-attendant greeting every time the page is loaded. It’s a minor issue, but it’s annoying, and I don’t understand why it plays at all, since I have my own custom greeting selected for the auto-attendant.
  • The sales rep became unresponsive shortly after the completion of the sale. He went out of his way to assure me during our first conversation that he was “my personal representative” and that he would guide me through the process and make sure that he did everything necessary to ensure a smooth transition to the Nextiva service.
  • The porting department seems disorganized. After signing up for the service, I received two sets of documents that I needed to fill out and send back to them. One for each number that we were porting. I filled them out and sent them back, only to be contacted the following day by someone who sent them again and said that she needed me to complete them and send them back. I told her that I had already sent them in, and she apologized. Not a big deal, but also perhaps indicative of a less-than-professional system. Did not inspire confidence that they’re going to port our numbers correctly.
  • Received an email from someone in their “Customer Success” department, checking to see if things were all right. Replied to his email, and promptly received a bounce-back stating that his email address doesn’t exist in the system.  Ironic.
  • Nextiva technical manuals are poorly written. Screen shots relevant to particular tasks are all located in an appendix at the back of the manual. Frustrating to have to flip back and forth in order to take a look at what they’re describing in the text.
  • Web portal lacks polish. Everything has a bit of a cobbled-together feel. Contextual help is not particularly helpful. Descriptions and conditional settings are confusing. It is often difficult to tell whether or not a setting change has actually taken effect. There are some inconsistencies in the appearance and functions. Things such as the “Save” button looking different from page to page, or being difficult to find, or appearing to be for one section on a page as opposed to saving settings for the entire page. Basic usability issues that should have been ironed out before customers were allowed to use the site.

Overall, I’m not overly impressed with Nextiva. I’m glad that I only moved one of our telephone lines to Nextiva rather than everything that we depend on. I’m a brand-new customer, and if things continue the way that they have so far, I’ll be looking for another VoIP hosted PBX provider in very short order.

Responsive sales people (Initially)
Technical support and online resources are mediocre.
No

In my second month of using Nextiva

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Nextiva is my third voip provider and I primarily chose them because my first two providers, Vonage and Aptela, could not solve my issues. I spent countless hours with the tech support for Vonage and Aptela without permanently fixing the quality of phone calls. With Nextiva the voice quality is good and I had my problems fixed on the second day of being with them. The Nextiva identified that the problem was with my router and the way my office Internet network is designed. I am in my second month of using Nextiva and I would recommend the service it is great.

Yes

I would recommend Nextiva

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I read and relied on reviews before choosing Nextiva for my phone service. Having the service managed online has been useful. Their isn't much I can complain about. What I need to work, works. Customer service is helpful and fast. I would recommend Nextiva.

Controlling the phone service online and the good customer service.
Phones can get expensive. Over $100 each for good ones.
Yes

Nextiva: buggy system

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Yesterday, I had a mission critical fax to send while I was working in the field.  This what nextiva was designed for .  At 12:58 I uploaded my fax. 
Unbeknownst to me, Nextiva fax server went down for most of yestaerday.
My mission critical fax sat on their server until 9:57PM.  Needless to say I missed the deadline and lost the business.
A simply courtesy email could have easily saved the day.  But Nextiva's basic customer service startegy is to deny, then ignore then overbill.
Although the interface is easy to load and send faxes, their customer support and system realiability makes them a net liability rather then an asset.
I have taken the time to write this review based on the customer service agents promise that a supervisor would call back, and as I have te day off, I will continue to write reviews until said call back occurs. 

Nextiva has an easy fax interface
Their system is buggy and it goes down frequently. When their system goes down, they do not notify customers. Their billing system has double billed me on three seperate occassions, and customer service is a 10-12 minute wait consistently.
No

Nextiva: Very good overall service

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After switching from a local PBX to Nextiva not only did we realize a great cost savings we also got a better call quality and easier to manage system.  The ability to send calls to any cell phone after hours and to travel with our phones has become some of our favorite features.  It allows us to field calls from anywhere with an internet connection, or anywhere with cell reception.  We had some issues getting the system set up how we wanted at first but the customer service department helped us and gave us easy to read training materials to fix our issues.  Very good overall service that we have recommended to other businesses.

Very clear audio. Easy setup and nice web interface. Very responsive customer service and good customer education about their system.
Should have bought more expensive IP phones.
Yes

Nextiva Voip: Switching was simple

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5
Average: 5 (1 vote)
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Average: 4.8 (1 vote)

Once my phone numbers transferred to the Nextiva phone system there were no more issues and I became free from Qwest. I would rate them 5 stars for every category here, but with free services like Skype and Google I would say Nextiva is not the cheapest service option. But for the amount I pay each month it is a great deal that I am satisfied with.

Switching was simple, service dept. is useful, lots of features
Price is not the cheapest and the process of moving my numbers took longer than expected. The transfer felt like Qwest was holding my numbers hostage. Everything worked out after almost a month.
Yes

I have been satisfied with Nextiva

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I have been a Nextiva customer for almost two years. While my experience with Nextiva as a phone company may be unique, I would like to share my views. I graduated from Penn with a degree in psychology in 2008 and after a year of research and fieldwork, I opened my own practice in Los Angeles. When I was researching for phone companies, my options were to go with Time Warner Cable or a voice over ip company. I spent a week looking into providers and chose Vonage. Voice over ip was and is the right way to go. Vonage looked good and was the most affordable option.
After my first month with Vonage being filled with calls to their support helpline and no progress being made, I decided to get my money back and search for other providers. Vonage continuously blamed Time Warner and Time Warner would blame Vonage. It felt like I spent more time dealing with the phone problems than on my business. Since nearly every office in my building was using Time Warner, I assumed that the issue was on Vonage's end. My second round of research for a new phone company introduced me to Nextiva. The person I worked with to establish my service, Albert, was knowledgable. Since the process of moving phone numbers from one phone company to another took 2 weeks, I decided to lose the number I got from Vonage. I ended up getting a local 310 number with a toll free and fax line from Nextiva for $30 each month. Since voice over IP phones were priced at over $150 I purchased an adapter by Linksys that had the same functionality as the one from Vonage. The same day I received the adapter (which I bought on Amazon) I called Nextiva for setup assistance. If I recall correctly the call took less than 20 minutes and I was setup perfectly. My Nextiva line has been clear without any drops since my first day.
I moved to a new office last October as well as added 2 employees and a partner. Prior to the move I purchased Polycom IP phones directly from Nextiva and added the new lines to the phone system.
Every call and interaction I've had with Nextiva has been pleasant. Everyone has been courteous and helpful. There may not be a cookie cutter phone system or "one size fits all" phone company for every business but I have been satisfied with Nextiva and would recommend everyone I know to use them.

Helpful people with a good phone service/ Everything works/ Price is low
No cons
Yes

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Nextiva

Scottsdale, AZ
2005Year Founded
79%Recommend
183User Reviews
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