I have been with 8x8 for 3 years. There is always a problem. The phone drops calls and the quality is bad. I am looking to switch to Nextiva. They seem to not have these issues that cost me customers.
Posted on 2/9/2010
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Let me start by explaining that my 1-star review of Packet8 is based solely on my opinion of their business practices. I've lived abroad since 2003 and I had residential Internet telephone service with Packet8 from 2005 to 2009. Although the voice quality was inconsistent, I was satisfied with their service and never needed to contact their technical support desk (except maybe during the initial setup). When I initially signed up with Packet8, I had the month to month Freedom Unlimited plan, but I later switched to their Freedom Annual plan, which allows you to pay up front for a full year of their service (although they still bill you about $5 each month for miscellaneous fees). In April 2009, I decided to switch to another VoIP provider because Packet8 had raised their prices and I knew from shopping around that I could find comparable service at a cheaper price. The same month, I initiated a LNP request to have my Packet8 phone number ported to CallCentric. On May 14, 2009 the number was successfully ported to CallCentric and that same day I informed Packet8 via their online customer service portal that I wanted to cancel my service. I received a reply indicating that I would need to contact their customer service line to cancel the service. I didn't bother to call their customer service line because the credit card I had on file with them was going to expire and I knew they would suspend my service as soon as it expired. After the card expired, I received several emails from them instructing me to update my credit card details to receive uninterrupted service. I received those emails for a few months and then they eventually stopped emailing me. Last week I received a letter from a collections agency requesting payment in the amount of $287.36, which was assigned to them by Packet8. Packet8 is attempting to collect fees for another year of their Freedom Annual plan ($239.99 per year) along with subsequent monthly fees, even though they suspended my service as soon as the credit card they had on file expired. So even though my Packet8 account is now closed, Packet8 is attempting to collect for services I never received. As one other reviewer mentioned, I'm shocked that Packet8 has an A+ score with the BBB.
Update (2/5/2010) - After filing a complaint with the BBB two days ago, Packet8 promptly resolved the issue.
Posted on 2/2/2010
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I have been using 8x8 for business phone service for several years. Their business product VirtualOffice was amazing when it first came out. About a year ago 8x8 (formerly Packet8) introduced a line of digital phone that IN THEORY should be amazing! In reality, since I switched to the digital phones my service has become unreliable.
In the past few months the phone on my desk has only worked intermittently. I called 8x8 about three months ago; the technician was very nice. She ran a series of test but was unable to resolve the problem with my phone. She told me she was escalating the case and someone would get back with me. I have never heard back from anyone and my phone will not work.
I was on an annual plan for service. My year expired and my service was switched to a more expensive monthly plan with no notice.
When I asked if there were any promotions, the person in Customer Service told me I needed to call the sales department, they handle promotional pricing. When I called sales, the sales guy told me Customer Service handles pricing for existing customers.
Bottom line... THIS COMPANY IS VERY POORLY MANAGED! It is impossible to reach anyone that is knowledgeable and has authority to do anything. In the past few months, I have not spoken to anyone that can either resolve my problem or answer my questions without putting me on hold to "ask their supervisor." Today I told the sales guy that it would be easier if I just spoke to his supervisor and asked him the questions. He put me on hold and came back and told me that I actually needed a supervisor in Customer Service and the hold time was ten minutes for them. Earlier in the call he told me that I needed to speak to technical support and the hold time was 20 minutes for them.
The sales guys also told me during the call that he was putting in a priority support ticket for me, but it would probably be two days before anyone got to the ticket.
Earlier this week there was apparently a total outage of service for all 8x8 customers. One entire afternoon and evening that all 8x8 customers could not make or receive phone calls. Not only did their primary system fail, but their backup system failed.
BOTTOM LINE.... 8x8 is a company that has a great concept. What they sell is amazing! HERE'S THE CATCH... what they deliver is disappointing! I have reached the point that I am going to have to find another phone company.
As an independent business person, my time is my most valuable resource. 8x8 has built their systems to address problems in a very inefficient manner. It is very possible (actually probably) that if you have ANY kind of problem... billing, service, etc. You could EASILY spend an hour or more on the phone and not get your issue resolved.
Based on the service I have received from 8x8 recently, I think they will eventually be a business tragedy.
In the past they were a great alternative to their competitor Vonage. Sadly, now they have just become another business run like Vonage!
Posted on 1/14/2010
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My review of 8x8 phone service, which also is Packet8, is that the company should not be used by anyone looking for business phone service. Business calls are clutch for me and these guys dont know what theyre doing and dont care very much.
How they are rated as an A+ by the bbb is absolutely shocking to me. This company is not good. Stay away.
Posted on 12/27/2009
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BEWARE of 8X8, Inc. 8 x 8, Packet 8, etc. I signed up for their phone services in August of 2008. They increased their fees without notice, the quality level of the phone service ranges from marginal to good (It varied frequently), but their Customer Service provided was totally unsatisfactory.
The Customer Service is very “Departmentalized” and highly segmented making it more efficient for them and inherently problematic for me as a customer. They did not do as they stated what they would do on the phone and I would describe their business practices as “unfair” but in retrospect not necessarily illegal. This is because of the terms and conditions of their ~ contact or ~ agreement.
I find it hard to recall a more negative customer service experience. The customer service representatives were not harsh, belligerent, nor confrontational in any way. They simply made you wait and wait and wait and then responded piecemeal to my reasonable questions or requests.
The additional money ($$$) that they required of me to cancel their services was, in retrospect, a worthy “investment.”
My primary failing was in not checking the previous reviews within the Better Business Bureau web site before I seriously considered their services.
In summary, their services are totally unsatisfactory, and not recommended in any way.
Posted on 6/17/2009
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I have been using this service for a few years. I decided to cancel about a year ago and was told about a $5.99/month limited service. Not wanting my credit card companies and other bills to have my cell #, I went with this $5.99 plan. A couple of months ago the price shot up to over $37 with taxes. I didn't even notice it the first month (auto credit card billing). When I emailed asking why, I was told:
"Dear Customer,
We do apologize for his,
But all the small plans was changed to the freedom unlimited plan.
We did send out emails to all customers about this changed.
If you have any questions. Please give us a call at 888-898-8733
Thank you for choosing 8x8."
I cancelled today and have been using MagicJack. It's cool, but right now does not offer number porting, so i had to give up my old number. Still worth it to be rid of 8x8.
Posted on 6/15/2009
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I signed up in 2007 for the 500 $14.99/month plan. On 5-28 I receive an email telling me that it's going away and that I will be moved to unlimited at over 10 more a month. I rarely use my home phone and basically just used them to park my number on to save it since so many folks had it. They gave me a 2 day notice and I could not cancel becuase it takes 14 days to port my number over to another carrier. Their billing cycle is on the 1st so that gave me 2 days to cancel or move the number. I padi another month and moved to someone else on the 10th. I called them back to get a pro-rated refund and was told that their terms of service allowed them to do that. Basically too bad so sad. Like the other complaints on here if you take the risk and try them you will regret it. It's a shame they get away with it but I have already found 2 users that I talked into leaving them too so my guess is they will pay in the long run.
Posted on 6/10/2009
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I signed up for 8x8 unlimited freedom choice which is unlimited calling to the US and a VOIP phone number. I was given a 30 day free trial and the salesman I spoke with quoted me 19.99 per month. They charged me for the interface device and shipping with the promise that It would be refunded if I cancelled within 30 days.
So I tried the service, and even though I was told otherwise, they would not release SIP credentials so that I could use any device to connect to their service, one could only use their interfaces. When I called to complain about the salesman misleading me, I was given an additional 20% off the monthly rate to retain the service - now 15.99. The 20% discount plan showed up on my customer profile screen as well. So I kept the service.
I received the 1st bill exactly 31 days after I signed up 25 days after the service was activated. . It was 33.99 for the month service (24.99 + tax and alot of fees). So I called to clear up the issue. I was told that they didn't offer that plan anymore, and the price was 24.99. I explained that for almost the entire month my account plan showed a 20% discount, and when I logged in, it was no longer there (the day of the bill). The rep would not reinstate the plan.
So I cancelled on the spot. The rep started to tell me I was over the 30 day trial period and would have to pay cancellation fees. I had to explain that for 30 days my plan showed 1 price, and on the day of billing, it changed to just under $10 more per month. and I've only had the service 25 days since activation. He had to go get "Supervisor approval" and he did agree to refund the everything except the initial shipping charge for the Interface which was 14.99. Now I questioned why ground shipment of a package was 15 when i could usps the thing for 6??? They claimed "handling charges". Well, at this point, 14 dollars was not worth any more of my time... I did get the rest of the initial charge credited back to me though (Still pending delivery of it though).
BOTTOM LINE: This company's user agreement says they reserve the right to change plans... even if the plan is a higher price. IF you cancel after 30 days, its a very steep cancellation fee. I was unhappy the cost of the plan changed the day I was 1st billed. I had to argue that the 30 day trail actually starts the day I activate service, not the day I call to get service. Otherwise, they were trying to stick me with the cancellation fees as well and not refund my original payout.
I didn't like the switch tactics of this company, be careful if you use them.
Posted on 6/4/2009
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Beware of their terms and conditions in their contract. The contract gives them the right to change the plan at anytime without adequate notice and won't let you out of the contract without a penalty even if you don't like the new plan they force you in.
I signed up for a plan in Aug-08 and after 8 months with them they have decided to discontinue the plan and force me into another higher cost plan. per their terms and conditions they can change the plan but I cannot cancel the plan without paying the termination fees even if i don't like the plan.
Posted on 6/3/2009
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I have been a member of packet 8 since 2007. I had purchased 8 lines at the time. The reason I selected packet 8 was due to the $29.99 a month for unlimited phone calls worldwide. I have just received 2 emails today. The first stating there will be no more International calls included in the plan effective June 1. The second is the rate increase to $39.99 a month. There are several better options such as Magic Jack which is $19.99 a year!!!
Also Vonage is only $19.99 a month for exactly the same service. Please be aware when signing up with packet 8 for rate changes, hidden fees, bait and switch, etc. I am planning to cancel my membership as well as making as many people as I can about their business practices.
Posted on 5/28/2009
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I would like to start by saying I just signed up to 8x8 and their system
so far is working properly. But beware if you are thinking about signing up with them you better make sure they don't con you by offering a service that requires a hidden fee. for example I specifically went with them over Vonage because of their Auto Attendant, I specifically asked the guy if this function is included in the price and he said yes.
Ex. when some one calls the number you get to hear Thank you for calling XYZ Company press 1 for sales, 2 for order statatus etc.. and the call gets transferred, well when I try setting this up later, I was told in order to for this function to work I need o add a virtual # an additional $9 activation fee and a $5 monthly fee.
I was not very happy about that as I felt the Agent who sign me up was only interested on getting me in the door so he can get his
commission and then hoped for my to just go ahead and pay and it worked for him as I felt I was already too deep into it to go back.
Even though I stayed with them and paid, felt the need it to find out if the actions by the sales agent who signed me up where of his own or the companies, so I called today and pretended to be a potential customer and so once again the sales agent did not mention anything about the auto attendant only way of working was to add a virtual number, not until I confronted him was that he acknowledge the additional fees. am submitting a complaint today. Maybe they can investigate and make this company be Ethical.
Posted on 5/13/2009
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I feel that no business should EVER go thru what I experienced. Packet8 is the worst VOIP provider. I've heard some bad things about Vonage but Packet8 takes it to a whole new level. I have left them now and hope that anyone reading this does not make the same mistake I did. Stay away.
Posted on 4/25/2009
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Watch out, beware, they will sell you on the prepaid annual plan, then bill you for stuff you never ordered, and then cancel your annual plan, once you have prepaid one year inadvance. Called customer service over 12 times to have billing corrected, and left messages, promisies of call backs, but never a call back... save your money. Many other Voip services, this one lacks customer service and quiltly...
Posted on 4/9/2009
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