Review Time
I rarely leave reviews, but this experience needs to be documented.
In January 2026, I formally notified Nextiva that I did not intend to renew my service and that I wanted to port my business number to another carrier. I provided all requested verification information, including account details and security credentials.
Despite multiple follow-ups over several weeks, I received no confirmation that the port-out process had been initiated and no confirmation that my contract renewal had been cancelled.
Instead of resolution, I received silence.
Porting a number is a routine administrative process in the telecom industry. It should not require repeated escalation or external intervention. Yet that is exactly what this has required.
Due to the lack of response and failure to act on a lawful port-out request, I am now pursuing regulatory complaints and legal remedies to resolve what should have been a straightforward request.
Businesses rely on their phone systems. When a provider fails to respond to basic service termination and porting requests, that is not “Amazing Service™” — it is operational risk.
Proceed with caution.
EDIT:
Nextiva has responded publicly on this platform stating they would reach out to resolve the issue. A similar public response was made on another review platform with the same promise. In that instance, no follow-up ever occurred. Still waiting.
Terrible service. Support is completely lacking - I’ve spent over three hours on hold in the past two days trying to get assistance with setting up my phones, which is mandatory, and have received nothing. I even tried calling through sales, who answered quickly but then hung up on me. What will happen when a real issue arises? Their support chatbot is also disappointingly ineffective, which is quite a feat. Update - no one has contacted me from support or the company despite several written promises to do so. Our phones can’t receive calls, our voicemail is still non-functional, and it’s a total disaster with no one taking action. I’ve been on hold with support for over four hours today, once again.
Unfair contracts. There is no way to manage your account or billing in the admin area; you must call the support team to access your billing details. The 'customer support' is terrible; their aim seems to be to obstruct rather than assist with account changes or closures. I sent over 20 emails to close my account, yet they still charged my credit card the following month after I had closed it. Comparable to other poor services; I advise avoiding this one!
As a new client, I’ve faced continuous problems since starting the service. I successfully ported my business number and can make outbound calls, but inbound calls do not ring. All incoming calls go directly to voicemail, and no messages appear in the app, making it impossible to receive business calls. I tried reaching out to the support team several times, facing wait times between 12 to 19 minutes on each call, only to end up disconnecting. This situation has led to missed client opportunities and lost business, and the lack of effective support has rendered my business phone unusable and the issue unresolved.
This service has been nothing but problematic. The contract and business practices feel predatory and misleading, and the support provided has been inadequate. For months, I was overcharged without any resolution until I filed a complaint with the relevant authorities. After a year of issues with missed calls and voicemails, every representative we contacted seemed unable to help. A sales representative assured me that after the initial term, the contract would switch to a month-to-month arrangement. However, now that we want to cancel with proper notice, we're being informed that the contract renewed for another 24 months. This was not part of our original agreement but is buried in a link to the terms of service. The experience has been frustrating, and I cannot recommend this service. They make promises just to secure a sale.
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Nextiva powers over a million users and billions of interactions annually with its customer experience platform. From one AI-powered customer experience hub, Nextiva Unified-CXM transforms how businesses engage with their customers with orchestrated customer journeys that help businesses acquire, retain, and grow customers. The company’s commitment to Amazing Service® and a customer-focused approach has been the cornerstone of its success. Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs Asset Management in its inaugural funding round, valuing the company at $2.7B. Discover more at www.nextiva.com.See more
