I have been pulling away my clients for the past 3 years from Nextiva. I regret picking them and if things don't improve drastically I'm going to drop them and find someone who's actually competent. If you're considering Nextiva as a VOIP provide, pick literally anyone else. So this is twice now that I've been dead in the water and they've been unable or unwilling to do a damned thing about it.
All of the phones had been configured at the factory incorrectly but the typo or whatever you want to call it was very subtle. The next day I finally figured out what the issue was and fixed it myself. Eventually he said "Good luck, have no idea.". Spent another 4-5 hours with this dude (who to his credit was actually trying)., but got nowhere. Eventually he capitulated, but the guys he escalated it to apparently said "No.". For like 4 hours he flat refused to even try to escalate it. Spent literally an entire day with a member of their support team to figure it out. All failed to contact the Nextiva SIP server to be provisioned. Tried to plug them in to verify that they worked. The first bad experience I had with them was when I first physically received the phones. Only reason I still have a job is my boss has been on a zoom meeting all morning and hasn't noticed yet. Been the better part of an hour or now and nothing's working.
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I've called them back (on my personal cell phone because now I don't trust their voip service lol), and the new person I'm talking to is at least understanding immediately that this is an issue, but doesn't seem to have a blind clue as to how to resolve it. To make it extra spicy, I'm not 100% sure how this happened, but at some point during all of this the outside world lost the ability to dial in. 15 minutes later they just disconnect the chat, seemingly without resolving a damned thing. Then finally a lightbulb goes off in their head and they decide that hey, there might be a problem. First support person I talk to takes 15 minutes to understand that there is even a problem. No big deal, just need to change a setting somewhere right? Wrong. Found out that our phones are still dialing out on the temporary number we were assigned. Been a couple months of one thing after another road blocking it. Finally finished porting our old number into their system yesterday. Not my first bad experience with them btw. We know we can only be successful if we take your trust in us seriously!My most recent experience with Nextiva customer support has left me wanting to commit war crimes or something. Our brand,, stands for accuracy and helpful information. The analyses and opinions on our site are our own and our editors and staff writers are instructed to maintain editorial integrity. Partners may influence their position on our website, including the order in which they appear on a Top 10 list.
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