8x8 Reviews by Business VoIP Users

I cannot recommend this provider. To make a REALLY long story short, we had two problems with our service. The first one their technical team insisted was on our end and had us change modems, routers, etc. (all while paying our IT guy) when in reality it turned out to be a technical glitch on their end. The second issue wasn't resolved until a tech support person ACCIDENTALY stumbled upon the solution after almost five months of back and forth. The tech support people have a set of steps to try to fix things that they stick with over and over again and their tier two support wasn't any better. We gave them 5 months and we are now looking to switch providers. Beware.

We knew we needed to switch over to VoIP service to stop wasting money on Traditional service. After talking to reps from many other VoIP providers, we went with 8x8 for best features @ best price & they delivered as promised.

I think our issues are the same with all VOIP, the occasional dropped call. On the upside, we don't have to deal with the expensive low quality aspects of land line providers. Overall, VOIP is fantastic for our company because we have 6 offices in 3 states... all connected to one account. If staffing in one office is low we can direct the phones to ring in another office. Great stuff.

8x8 provided an excellent price incentive to be come a customer. The follow up with installation and from their tech support has been excellent. The service and features have been fine. After 3 months of use everything is going fine. I'm glad we made the switch from Comcast.

Buying via the internet & phone might not be the best method for many. I still have to read a lot of small print to determine how to get the phones to operate with the features provided and, all of it in their websight. It's a whole new experience for us & frankly, we are more than a little stumped & making a lot of calls to the tech people.

We have been using 8x8 as an organization for over 2 years and it has been a very wise decision to switch. Their customer service is much better than the local phone companies and we have much much more flexibility. I would recommend the 8x8 VOIP service to any company looking to upgrade their phone system.

The biggest pro is the complete package, including web meeting features at one low price. I wish they had native integration with Microsoft Lync, since we are already using that software, but we can still leverage the 8x8 teleconference features with Lync.

I hired 8x8 to implement a VoIP and call center solution for my company. The sales, demo, and list of companies they have provided services for was great and the options vs cost very reasonable However when it came time for moving the project forward they fell apart. To start, their first project manager had no idea what the project was or how to implement the project. Contacted the sales manager and a new project manager was provided. Second project manager was as bad as the first with no idea what the project was or how to implement. I was able to start the implementation myself and when I ran into issues I contacted support. Not good, support for VoIP did not understand VoIP systems and when I asked about call center they sent me to another group. When I asked about the business side at the call center support they sent me back to the first support group. After bouncing a few times I called the sales manager back and was provided another project manager. This one had some idea of what was going on until I asked about cut over time frames from my old PRI to 8x8 for my DID's and 800#. I was told I would be given a window of about 15 days when it would happen but could not and would not be able to tell me the time or day it would occur, it will just happen. I cannot have this when running a call center. I contacted the sales manager and informed him they were being released from the project. From that point I had the COO, support manager, and other manager types on a conference call asking for another chance. I told them I would listen if they came up with a game plan for the project. After 2 days I received their game plan which was a generic project plan and not specific to my project with no thought put into the the presentation detailed to my project. From the managers of the company I expected more. I finally informed the "C" levels I was terminating the project and requested a release from 8x8 which I received a generic "Automated" release. I never received a release as requested and promised by the sales manager, support manager, and COO specific to my company needs. No email or letter from the management team with their regrets for the incident which they agree was a multiple "dropping of the ball" on their part. 8x8 is not a professional company nor are they a professional VoIP solution for business, avoid this company and do not make the same mistake I originally made and hire them. The positive side is I ended up with a professional VoIP and call center solution which provided a project manager which took us from start to finish and provided a clean hand over to a professional support group.... one support group for all services. Check out your potential provider before attempting to implement. By all means, by-pass 8x8, they are not a viable solution for a business.

I have used several other providers and in my experience 8x8 is by far the best when considering customer service, reliability and call quality. They provide great service at a very competitive price.

Great marketing, poor execution. Voice quality is extremely random considering I have a 26Mb pipe. Front line tech staff will say just about anything to get you off the phone. Even if it's not true. They have a new VP of customer service. I hope he can turn it around.

Relationship terminated in ugly way after 8 years. I was billed for services even my number was transferred to other company previous month. Service representatives would repeat how they are sorry but i agreed on terms and conditions more than 8 ears ago. You are charging me $25 for what services, after my phone number was ported? In my opinion unfair business practice. After this experience I feel sorry for years spent as your customer.

8x8 sales was first to contact, most agressive on follow up, and a pleasure to talk to. Also they discounted the equipment to get the business. So I was pleased. Still some quality issues. Echo which they weren't able to eliminate. But like voice mail emailed, and fax captured and emailed.

We have been looking for a voip provider for our business. The local phone company continues to raise rates and we are tired of it. Even though the rates are supposed to be "set" by the government, the phone company just seems to keep pushing rate increases through by calling them some kind of new tax or fee. The last fee they added to business customers was a $7.50 minimum fee for long distance. So voip here we come. Rates vary a little, but seem to be in the neighborhood of half what we were paying the phone company, with many more features. Features that would work if the company you are using has the bugs worked out of their system... We have 2 lines but since I didn't want to jump completely in at first, we ordered one adapter (voip adapter) from 8x8. All seemed to be working fine. Calls would come in, sound quality seemed fine etc. The sales person we were working with was helpful, courteous and seemed knowledgeable enough to answer any questions I had. So... we ordered the 2nd adapter (for our 2nd line). This is where all the problems began. 1. 8x8 uses flash for their web based accounts. Have you ever had flash crash on you? Me too. It likes to lock up when you're setting things up on your account. 2. After we added the 2nd line, the call queuing simply quit working. I placed several calls to support, they issued a ticket and that's about where the support stopped. I called back several days later and was told that the engineers solve ticket problems in order and that mine hadn't come up yet. WHAT??? Annoyed at this, I let them have another week. I called back and no one could tell me anything. I called the sales person back and she was upset that this would have taken so long and said she would forward the message to her supervisor. Days later, still no word and I called to cancel. 8x8 has had the equipment back for over 3 weeks and still has not issued a refund. They will confirm that they did in fact get the equipment back, but now tell me it will be next week for a refund. They cannot tell me how much of a refund it will be. I've already called my credit card company to discuss disputing the equipment charges and will proceed with that route if they do not issue credit within a week. I am so glad we found these problems before attempting to port our phone number. I suggest if you are going to give them or anyone else a try, then pay your current provider to forward the number for a month to the new company and only then if you're certain it's going to work out for you have your number ported.

Great company, smooth transition, so far very good experience

We've been using 8x8 for a month now and so far so good. The only problem thus far was corrected by a routing issue on our end (which 8x8's customer service pointed out). There's a few minor operational things I wish worked differently and they charge for virtual extensions (no actual phone, just a dummy extension) but, other than that, we've been very happy with 8x8.

I have been a customer since 2005, when 8x8 was still calling itself packet8. I was a very happy one for years. As you will see below, 8x8 has lost its ethics and lost it way as a service oriented company. I steered business to 8x8 and have even had personal service from the CEO because they were so small when I started. Over the last several years, they have not stayed price competitive, but I was fine with that because I had a happy history with the company. Then they overcharged a non profit I recommended them to by a significant amount. I had to get involved and fight them on it, finally involving the CEO directly. The billing was reversed, but they would not make a commitment that this would never happen again since they believed they were in the right. I had the non-profit close the account. After that, it was discovered that 8x8 harvested email addresses of every person ever invited to a virtual meeting by that non-profit and has been constantly spamming all of those people ever since. Two honey pot addresses for the non-profit's invitations receive 5 or more offers per week written in a mail merge to "[undisclosed person]". I complained to the company multiple times and they will not explain this unethical behavior nor change it. This time the CEO has not responded. As a result, I am canceling my account today. I have written the people being spammed to apologize and suggested that they file CANSPAM complaints since almost all are in the USA. After a review of options, I will prepay two year with a vendor which is $6.21 per month plus CA tax. 8x8 has lost its ethics, and lost its way. I am so upset that it was painful to give them a 4 star rating for features, and 3's for sound and reliability, but those are true assessments. Ethics is a non-negotiable for me, so the last two items actually bring my overall rating to less than half a star if I had the opportunity to assess the organization as a whole.

If they work out the bugs on their system, I would highly recommend. But, I can not call cell phones from my phone. Four out of 5 calls that I make to cell phones ring right to voicemail or busy. It drives me crazy as more than 50% of my outbound calls are to cell phones. The tech support tell me there is nothing they can do or it must be the cell carrier's problem and not theirs....ok. then Verizon, TMobile, ATT, etc ALL have this problem? ...I don't think so. The people are very friendly and nice. They are super quick to respond. I would hate to leave them, but if they can not fix the issue with cell phones then the equipment is worth little more than the paper weight on my desk.

I've used 8x8 for a home office 4 or 5 years now, I also converted my "home" line to 8x8 VOIP. I've recommended them multiple times.

Really great system. Love the video conference features and the conference call and screen sharing on the fly. A great value.

I have been an 8x8 customer for several years, the service works good, for which I am very thankful because if you do have a problem there is no one to call--support is by email. My strongest feeling about 8x8 is the lie they advertise about paying current customers for new referrals. I have referred residential customers (strictly following their rules) but never received any reward, then I referred a business which according to their ads should have earned me a nice reward, but they just keep claiming they never received any paperwork even though I submitted it several times and the business customer even submitted the papers several times. Bottom line, even though phones works fine I could never recommend a company that tries to get out of their commitments instead of honoring them.

Service has been great and Customer Service has been very helpful when I have needed guidance on use of one of the many services offered.

Great service, 8X8 offers my sales team 24x7 contact. Integrated down to the wireless smart phone. Your office comes with you. Great account team, Customer care was great and the technical took ownership of any questions. Great team.

Installed 8x8 VoIP service for one month. The polycom phone and quality of service is very good. Save a lot of money in phone bills. The auto attendant and iphone/android phone feature is very useful.

8X8 is the best by far!!! I purchased my Polycom phone, received it a few days, hooked it up to the internet and was ready to go in a matter of minutes. I've saved so much money on my phone bill and have the sound of a really big business for a fraction of the cost. I'm truly pleased with 8x8 and will recommend this company to everyone I know.

We are a small engineering company in Minneapolis, MN. This was the best price and service we found. Very satisfied.

Overall very satisfied. I accepted the fact that VOIP would have some disadvatages in overall performance to traditional land lines when we made the switch from our old PBX system. There is a slight delay when answering or transferring calls, but you quickly adapt. The features for the money, however, more than make up for any minor adjustments you have to make. The messaging center is excellent. Call forwarding is easy, and the email notification and message playback right on your cell phone is a big plus for people like us who travel and spend a lot of time away from the office. Basic set up was easy, but the auto attendant was/is somewhat complicated. Like most things technical, there is a learning curve as you get your head around new terminology & concepts.

I have had nothing but problems with 8x8. The biggest problem was getting faxes. I had a hard line fax with an adaptor. I would guess that 60% of the faxes would not transmit and 70% would not receive. They switched me to "virtual" faxing and 90% of the faxes would not receive. The last time I called customer service, the supervisor gave me no solution to my problem. She just said that she would refund my money and cancel the service. That's the mark of a true customer service supervisor. I am on the hunt for a new provider

This company has done more for saving my business in time and money since the invention of the phone. I put my rep thru the mill and he came out like a champion. saving me so much and giving me so much that I and my business is prospering immensely from it. I was very critical about this but its an excellant product. Welcome to the new frontier in telecommunications!

We just started our Real Estate Company and did allot of research on IP phone systems. 8X8 has exceeded our expectations and saved us allot of money.

The polycom phones are outstanding, and we received an excellent deal on them. The tech support is on the spot, very courteous and easly to reach. We are on a short learning curve to absorb all of the features. So far, this was a "no-brainer"!

8x8 worked with us to get the lowest price. The virtual office feature is user friendly and has many features other VOIP services do not have. The IT department is in California so you don't have to worry about being routed to India! We had ITP and they had the WORST customer service! Bianca is rude and won't pass you to the IT department with a question, she puts you on hold for 20 min or more and screws everything up. ITP is the worst company ever and I suspect they loose more customers than they gain.

Don't waste your time nor money. I haven't had a consistent bill since signing up with 8x8 1year ago. And recently my bill jumped from $43.00 per month to $60 without warning. When asked about the inconsistency, I was told the it was "taxes". I never had any changes in my tax amounts when I had service with any other carrier, unless my rates changed. And let me be clear, I was ready to cancel the service after a few weeks of obtaining it, but was threatened with not being able to keep my exsisting number. But now, I am searching for a new company. I refuse to pay $60 per month...... IT'S NOT WORTH IT!!!!!!

Overall, we have been very satisfied with the 8x8 system and service. Our sales rep, Robert Wells, has been particularly helpful and attentive to our needs and requests. He is excellent!

Save your money and get a landline from Telco and use a free voip on the computer if you make lots of long distance calls. Quality will likely be as good as 8x8 w/o the fees. Even a cell phone would be cheaper since you would be able to use it 99.99% of the time. My company has been stuck for the LONGEST 1 year with virtual office service hosting 7 lines. Service has consistently been inconsistent. On going problems with availability, quality, hardware (shoddy, replaced 3 phones out of total of 7) and mysteriously services added on and charged. If you need actual technical support call 1st tier tech and immediately escalate until your blue in the face. 1st tier "techs," (loosely termed) are only good for set up to fill in the blanks of their horrible manuals. Their technical solutions are exclusively avoidance and excuses. They think they know much more than they actually do and only know enough to be dangerous. Numerous times I've called and received "solutions" that would create more problems and rejected their solutions asking them explain how resetting, reconfiguring would solve the problem considering service has been working for last 2-3 days and is now not working. Also be aware some of their "solutions" may also make your problems worse and/or result in sitting through hours of waiting for them to figure out what they are trying to tell you (derrr). Their modus operandi: EVERY TIME - Run ping, "voip" test (speed and latency test), and explain network layout Their answer to your problems: 1) IT'S YOUR router 2) IT'S YOUR switch 3) IT'S YOUR other computers on the network 4) IT'S YOUR firewall 5) IT'S YOUR connection To have fun asked how they used a ping, speed, and latency test to diagnose the issue they will not have an answer for you. I've asked multiple times. 2nd tier is not much better than 1st tier. We've had 2 months of < 10% availability and when available calls dropped 98% of the time. Everyone refused to use the service anymore and everyone switched to cell phones. 2nd tier they finally figured out that their PBX need to be rebooted. We are switching Cisco based PRI. After 8x8, I will never take POTS for granted ever again.

Great service from the beginning. Our phone bill was cut by more than half, we received our new phones promptly, the over-the-phone setup was simple to follow, and the overall phone quality is great. Whenever we have a customer service question there is very little wait time and the customer service reps are quick to assist and with positive attitudes. I have only good things to say about this company.

About 2 months ago we decided to make the switch from Cox Business Solutions to 8x8 for our first go at VOIP. It has been the biggest waste of company resources and money, and the biggest source of frustration for us in those 2 months. 8x8 lures you in by promising you you first months service free, and great phone pricing. It has been almost 60 days sing starting the process and they have yet to port out numbers over from our previous provider. Last week they started belling us for service. Service we dont even have yet. When we called to ask about the billing (thinking it was just a mistake) they quoted a section of their disclaimer stating it doesnt matter when they actually get our service active, billing starts 7 days after we order the phones! Total BS! We are sending our phones back to them and disputing the charges on our credit card. 8x8 is a scam. Dont give them your business.

We've been very happy with the VOIP system and 8x8 service. The company is responsive, very customer oriented and quick to answer questions and provide support. A very well run business and a technology that, in particular, helps to sever the umbical cord that used to tether me to the office. The 8x8 virtual office keeps me in contact with my clients and staff and makes working on the road much easier and more productive.

Excellent VoIP service. I could not be happier. This is the best so far and I highly recommend it to any business.

I was a total newbie to VoIP and 8x8 helped me understand how it works and how to configure my new system so it was BETTTER than my old land line PBX system. Another satisfied customer!

We tried another VOIP service which was terrible so we tried 8x8 and have had the best professional service in every area.

We need best rate with Paksitan also

I am overall very satisfied with 8x8 however I should mention that it took over a month to port over one of my phone numbers. This was not all 8x8's fault it was also the delay by TDS and AT&T to release the number.

Occasional echo or garble. 8 x 8 is very good about addressing the issue. There is improvement.

no

We switched from a traditional T1 PBX to Packet 8. Our monthly costs were $2,000 for service / hardware lease / long distance. We now have more features for only $400 per month. We have been using the service for four years, and in the early days there were issues with call quality / reliability. However, I cannot recall the last service issue we had.... which means it has been a while. We are very satisfied with the solution as it allows us to have a truly mobile workforce.

I use this in my business. We have three lines and the versatility along with the flexibility is infinitely better than what the old phone company was providing. Also the setup and configuration were incredibly simple compared to our in house phone system. As far as cost are concerned, it took less than 5 months to recoup the equipment and setup charges with what we saved on monthly phone service. The systems is great and the people have been nothing but extremely helpful. The only small issue we have is every now and then a call will drop but that is more the problem of the ISP than 8X8.

I have a busy insurance agency 6 phones, switched from Qwest to Packet8 and couldn't be happier.. I've had some issues with our initial configuration, the tech support people were easy to work with and got me running quickly. The features we got have been invaluable to my business. I would recommend them to anyone that has a good net connection. I'm using Comcast 12/2 business service and other than an occasional Comcast hiccup our phones have been solid

Packet 8 is sound with their technology and alright with their people. The price is not worth it though. I know of plenty other providers now who can offer me huge savings compared to Packet 8. Right now I am in search of the best deal but if I were you I would avoid Packet 8 and their high prices.

I was unsure of Packet8 at first because they have no advertising on TV or anywhere but the internet. Plus they had telemarketers calling by business 5 times a day each with a different quote , different pitch But after so long I said why not , I tried out the 30day trial period and just love it! I get free features like Conference Bridging I use often, and also Music Messaging on hold there is around 21 features that come with the service. My calls never get dropped and I can call anywhere I want with the Unlimited plan. Some people have horrible experiences with this company but I really think they probably don't have a good net connection because it works great for me.

Packet 8 does well considering the costs associated with the service. I have problems from time to time with the system failing and it takes a while to rectify but its not a total nightmare. The sound quality is good; it is a pretty rare occasion when I have a static filled call. The costs could probably be reduced a little but again its not too much of a burden to bare for the service.

I use Virtual Office every day for my business and love the versatility and programmability. Features other providers charge for are included at no cost. I've researched and read other reviews comparing Virtual Office poorly against another service, but that's a residential service, I'm not sure that makes sense. We have a DSL connection and 5 people can be on the phone and on the net at the same time without any problems. Dealing with customer service has been OK, I'm not saying there are not problems with internet phone service but I've never really had any and haven't needed to contact them after the initial installation phase. This is definitely worth giving a try for a small business that wants the features of a larger company but at the fraction of the cost.