8x8 Reviews

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(4.5)
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8x8 Review by WhichVoIP.com

8x8 was founded in 1987 and is headquartered in San Jose, California. It went IPO in 1997 and has been a publicly traded company ever since. Today 8x8 services over 35,000 customers and over 200,000 users with their Unified Communications platform and is a leading brand name in VoIP communications.

Frost and Sullivan ranked them as the number one Hosted phone provider in 2012. More recently, Infonetics Research ranked them number 1 in 2014 for hosted VoIP and Unified Communications in North America.

The Good

Unlike some providers that use third party technology to run their cloud service, 8x8 uses their own in-house platform and has 88 patents for their system. Their platform can support everyone from a small business up to the enterprise and government level.

8x8 has data centers in California and Virginia and this helps ensure optimal uptime for their customers.

Its current service portfolio includes cloud based phone service, SIP trunking, call center solutions, video and web conferencing solutions, and mobile apps for iOS and Android devices that turn your smartphone into a work extension.

Their Virtual Office VoIP service has multiple plan options to choose from, including an unlimited calling plan, a metered plan (where you pay for minutes used - good option if you only make a low volume of outbound calls), a global calling plan (great option if you make lots of International calls), and an annual option for the unlimited plan (at a reduced rate).

They also have a Virtual Office Pro series of service plans at a slightly higher price point. Available plans are as above with the addition of Internet faxing, call recording and online meetings (conferencing).

A great feature set is included with their plans, including all the standard calling features you expect (voicemail, caller ID, call waiting, call forwarding etc.) plus features like auto attendant, corporate directory, music-on-hold, ring groups and a conference bridge as examples.

On top of the great features they offer a mobile app for iPhone, iPad, and Android devices. This app allows you to use your mobile device as your business phone, including showing your business phone caller ID when making calls. Many features are available including IM presence, video calls, and call management. With the growth of smartphones this is a must have feature when you are comparing providers.

Many integrations are supported, including Salesforce, Netsuite, eAgent, SugarCRM, ACT!, Click2Pop web dialer and Microsoft Outlook.

Various optional features are available as add-ons for small monthly fees. One such option is a group of Fax plans (unlimited and metered) for connecting your fax machine. Several inbound number options are also available, such as virtual numbers (domestic and international), and toll free numbers (domestic and international). Other add-ons include features such as call queuing, switchboard, virtual receptionist, virtual attendants, overhead paging, and more.

8x8 also offer a wide selection of equipment to buy, including Polycom and Cisco IP phones (corded/cordless), conference phones, video phones, softphones, phone/fax adapters and accessories (headsets, webcams, routers, firewalls).

The support area of their website is neatly grouped into documentation (extensive setup guides), downloads (firmware/software downloads), plug-ins and APIs (for integrations), and FAQs (get all your questions answered here with over 300 entries). A toll free support line is available Monday through Friday between 5am and 9pm (PST), and on Saturdays between 5am and 5pm (PST). A live chat is also available through their website.

8x8 provide a 30 day money back guarantee on all their service plans. If you try their service and for some reason don't like it you can cancel within 30 days of signing up. They will refund your equipment and activation fees but you will be responsible for any usage charges (including monthly service fee). Shipping and handling charges are non-refundable. You need to send the equipment back before getting your refund.

The Bad

Termination fees may apply, depending on what plans you have. Month to month plans are generally excluded from these. Termination fees can range from $59.99 to $200, dependant on plan.

Most providers that have "unlimited" calling plans set a reasonable usage upper limit of monthly minutes (typically in the 3,000 to 5,000 minute range). There does not appear to be any upper limit set in their terms of service but it does mention reasonable business usage.

A one-time activation fee of $39.99 is required. Some providers include free activation.

The Bottom Line

  • Unlimited Extension: $29.99/mo per user. Includes unlimited calling to the USA, Canada, Puerto Rico, Guam, US Virgin Islands, France, Ireland, Italy, Spain and the UK (note that mobile phones and information service numbers are not included for the international destinations).
  • Metered Extension: $24.99/mo per user and includes 250 outbound minutes to the USA and Canada, and unlimited inbound minutes. Overage is charged at 2.9 cents per minute plus any additional rates for international calling.
  • Global Extension: $79.99/mo per user and includes unlimited calling to over 40 countries worldwide (does not include mobile phones and information service numbers). All other countries are charged at low international rates.
  • IP Phone Annual: $350/year per phone. This is the same as the unlimited plan except you pay in advance for a lower rate.
  • Pro Plans: The above plans are available but with online meetings, Internet faxing and call recording also included. Prices are between $20 and $25 higher than the standard plan rates noted above.

Overall Thoughts

8x8 are a long established service provider in the hosted VoIP industry with a large customer base. They have received awards from Frost and Sullivan and Infonetics Research in recent years. With their 30 day money back guarantee it's a great option to consider for your small to medium business phone system needs.

Not necessarily the cheapest option available but a solid feature set and available optional add-ons, along with their history make them worth considering for sure. Get the best pricing by submitting a quote request through WhichVoIP. Alternatively visit them directly by clicking on their logo to the right.


8x8 Overview

In terms of user reviews, 8x8 consistently receives good ratings from WhichVoIP.com visitors and has been reviewed on our site since 2008. Take a look at the user reviews below to see if it meets your expectations.

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.

All User Reviews (Page 1 of 13)

Summary
Total Number 128 5 Stars 91
Thumbs Up 116 4 Stars 23
Thumbs Down 12 3 Stars 5
Average Rating 4.5 2 Stars 5
More Providers 1 Star 4

8x8 reviews are listed in chronological order.

Stay far away!

Overall rating (1.5)

#128 : : NOV 16th, 2018

Recommended: No

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I would not recommend 8x8 VoIP service to even my worst enemy. Reliability is the most important feature of a phone system, and that is one area this service suffers, and often. We constantly have issues with delay during phone calls and accidentally talking over people in a call (this is bad business and extremely frustrating). We have done extensive analysis on our network to create a perfect and clean environment for these phones to operate (set up QoS, 8x8 support has remoted in to our computers and tried countless settings in our router, upgraded our Internet package to the highest speed possible, etc) and we are unable to escape these call quality issues. They come and go, usually when you'd expect "peak" load on 8x8's servers. Not only is their phone system junk in terms of reliability, but their software itself is also unreliable. Sometimes the admin section of their site (where you would go to configure the architecture of the phone system and all of its features) very often gives server errors, meaning for a fraction of the week, we can't even change our phone system's settings. The structure of the software is also very clumsy, this system would not be ideal for a good chunk of businesses out there due to the way it routes calls and such. The hardware is another frustrating subject. I have two cordless DECT phones that have to be TOTALLY UNPAIRED FROM THE BASE STATION in order to change settings like the ringer volume. You are stuck on full volume, or whatever the last setting was, until you get into the settings of the cordless phone and make the phone forget the base station, lower or raise the volume per your wishes, then you have to train the phone back to the base again. When the phone is live again, you CANNOT adjust ringer volume due to a "software bug that they are aware of and currently working on". Been this way for almost a year with no fix. There are countless other extremely annoying little holes in their software related to general usability that makes this system less capable than an old fashioned PBX system. For example, the home screen of the desk phones do show all other lines in the office with status indicators, but when a call rolls in, a popup showing the incoming caller's caller ID info blocks your view of the status indicator for all the other lines, so there is NO WAY TO SEE WHO IS CURRENTLY USING THE PHONE and who is free as a call is rolling in. My boss likes to pick up the phone when he sees that I am on a call and knows I won't be picking up the new call rolling in, but with these phones he has no way of knowing. The customer service this company offers is a total slap in the face. Of course you can expect outsourced call center grade support with almost anyone, but every issue you throw at these people turn into a ticket and a phone call back (never) until you forget about the issue and it disappears into the ether. Not only that, they employ a community of other 8x8 end users to provide you support, and the quality of their suggestions are usually very low and most of the time not even relevant to your issue. I would love nothing more than to bail on this company and go with a competitor, but the early termination fee is basically just paying out the entire rest of your contract's service fees (over $1400 for us, 7 months remaining times $200), so we are prisoners to this garbage system for the long haul. I could really go on for days about how frustrated I am with this company. Make sure you see the features a company advertises WORKING in your demo before signing a contract, and use the tar out of your phone system while you are still able to cancel your contract in the first month.

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They just don't care...

Overall rating (1)

#127 : : NOV 6th, 2018

Recommended: No

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I submitted a request for a quote on their website twice and received no reply. I emailed a complaint and was assigned a rep a week later. He made an appointment to demo the software and didn't show up. I said, fine, just send a quote. It took a month for him to send me the quote and it was for the wrong plan and had exorbitant setup fees. I asked for a corrected quote... three weeks ago. He has yet to respond. I emailed his manager.. no response. I contacted their Facebook and requested a new rep.. no new rep. Basically I've been sitting on my hands with my credit card waiting to give them money for 3 months. We're only going to buy like 10 licenses but come on.. if you don't want our business, say so, don't just blow us off.

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Horrible Support

Overall rating (2.4)

#126 : : OCT 8th, 2018

Recommended: No

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I switched my company to 8x8 a little less than a year ago. They offered a wonderful deal that was much less inexpensive then my current carrier. The phones and the call quality are excellent. That being said the system has many bugs and they do not know how to fix it. You can only get to customer support now via the web site and they are slow to get back and not helpful at all. Most of the time I just try and live with the problem or find my own work around. Unfortunately I now have a problem that I can not work around and it has been 5 days that it has not been fixed. It has been barely even looked at. I would not recommend this system even though it is priced well. Just not worth it.

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Terrible Customer Services, Inaccurate Termination Fees

Overall rating (1)

#125 : : MAY 1st, 2018

Recommended: No

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My colleague and I enrolled in services from 8x8 back in 2017. We only used the services for maybe four months at the most, as we dismantled the business in pursuit of other ventures. I have called in on several occasions to see what was needed in order to cancel the contract, i.e what the cancellation costs were, if a notice was required, etc. We were unable to pay the full balance at the current time so I called back a while later to finish the cancellation process. During which time I was told by a representative that the cancellation cost was going to be around $3000-$3500 give or take. I was told by her that the 30 day notice was completed for our cancellation and that all I needed to do was call back in when I was ready to pay the balance. Today I called back in and I am being told by a representative that the balance is not $3500, but closer to $7500 instead. That is an INSANE difference in cost. How is that mistake even made? I asked to be transferred to a supervisor to resolve the issue and see if there was a way to negotiate and lower the cost as it was THEIR representatives mistake and I shouldn't have to suffer the consequences from the incompetence and lack of proper training on their behalf. Upon speaking with the "supervisor," they were completely unwilling, unhelpful, and instead of taking responsibility for their mistake and working to resolve the issue, they blatantly stated "sorry, not sorry" and refused to honor the original amount that I was quoted. Not only did they refuse to honor the amount I was originally quoted, but they refused to budge entirely. I have worked in several customer service positions before. I know that the rules can be bent in order to assist a customer, especially if the mistake was due to a poorly trained representative. I understand that they have to abide by their policies, but a difference of $4,000+? Absolutely unacceptable. There is no reason why the math should be that inaccurate.

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Great service

Overall rating (4.3)

#124 : : FEB 8th, 2016

Recommended: Yes

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I did not set up the VoIP service originally, and was not very knowledgeable of it's features. The 8x8 staff has been very patient, helpful, and professional as I learned the technology.

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Dodgy Customer Service

Overall rating (1)

#123 : : JAN 29th, 2016

Recommended: No

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I canceled my 8x8 service because I could never trust it. I always needed a land line as back-up which defeated the purpose. I'm not sure they should get 100% of the blame on this as it ultimately could have been an issue on my end. What really upset me is that after a while they just ignored the cases I submitted to try and fix the problem. Furthermore, when I canceled the account they tried to stick me with a bill for a full month of service even though my service ended two days after that billing cycle. No offer to prorate it or anything and they stood by their actions by referring to their Terms and Condition. Seems like a total racket to me. They finally reversed the charges after a big fight so be prepared for one if things go wrong with billing. Just bad form 8x8. I've always believed one should shine when things go bad, not the opposite. No one wants to be ripped off.

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Great choice

Overall rating (5)

#122 : : NOV 18th, 2015

Recommended: Yes

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We had an old phone system for the longest time and once someone introduced us to the 8x8 system, I knew it would help us in a major way. It simply provides us with the ability to always be connected to our office phones. The system and app works so easy that some of the older people in our company were able to understand the system in a heartbeat. A lot of us are in and out of the office so having the phone ring while I am out helps me not miss any major calls, plus when I head home, I simply log off and I dont have to worry about being disturbed. Its a great system and I highly recommend it!

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Perfect Solution

Overall rating (4.8)

#121 : : NOV 18th, 2015

Recommended: Yes

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8x8 is the best choice for our business because it's everywhere we are. Integration into Salesforce.com, mobile apps, browser, desktop phone systems. The ease of use and quality is something we haven't been able to experience with any other provider for years. It's the game changer for our business we were looking for.

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Powerful Business tool that saved us a lot of money

Overall rating (5)

#120 : : NOV 17th, 2015

Recommended: Yes

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We had an old Verizon phone system in our office about 3 years ago which worked fine in our then one location. When we decided to split our business into 2 separate offices and the old phone system could not handle it. Now, thanks to 8X8, when someone calls our main number they don't even realize when they press X1 it transfers them to a completely different town than X2 for instance. Another great plus is that the newer technology allows me to use my cell phone as not only an extension of the office phone but the office itself. Wherever I am, I get calls, faxes, messages right on my cell. Truly a great and powerful business tool - oh and did I mention that we save about $6,000 per year on phone costs now?

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Awesome Upgrade

Overall rating (5)

#119 : : NOV 12th, 2015

Recommended: Yes

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We just migrated our VoIP services from another provider, who shall remain nameless, because of constant stability and customization issues; we were always waiting for the other shoe to drop and for our communications system to crumble. Although it seemed a daunting task, the crew at 8x8 made our transition seamless even in the face of a very specific set of demands. It seems like everyone I talked to knew their stuff and was willing to go the extra mile to make things work. Now, we don't even worry about whether or not the system will implode and the voice quality is above and beyond our expectations. Thanks, 8x8!!

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Disclaimer: The opinions, views and ratings expressed in these VoIP Reviews are those solely of the reviewer who submitted the review. Whichvoip.com does not necessarily agree with any of the expressed opinions, view or ratings.

Summary

Total Number 128 5 Stars 91
Thumbs Up 116 4 Stars 23
Thumbs Down 12 3 Stars 5
Average Rating 4.5 2 Stars 5
More Providers 1 Star 4
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