8x8 Reviews 617

A Cautionary Review of 8x8 VoIP Services

1. Lack of Proactive Support
One of the most troubling aspects of 8x8's service is the lack of adequate support. Over two years, my client did not receive any guidance from 8x8’s representatives on optimizing key settings, such as enabling HD Voice (G.722 codec). This feature, vital for superior audio quality, remained unused simply because it was never brought to their attention.

A reliable VoIP provider should proactively educate clients on utilizing the full spectrum of its features.

2. Questionable Contract Practices
Another major issue lies in 8x8’s contract management. Despite the original contract signer leaving the company 11 months prior, the agreement auto-renewed for a third year without prior contact or confirmation. Auto-renewal clauses can be convenient in some contexts, but in this case, they appear exploitative.

Such practices can catch businesses off guard, locking them into agreements they may no longer find beneficial. Worse, the only engagement the client had with 8x8 was during the initial signing of the contract. This lack of consistent communication and follow-up further highlights the company’s hands-off approach.

3. Impact on Business Operations
When businesses invest in VoIP solutions, they expect robust support and transparent practices. 8x8’s shortcomings in both areas have a tangible impact, from reduced productivity to frustration among users. Features like HD Voice, which require correct configuration to realize their benefits, are rendered useless when clients are left uninformed.

4. Legal and Ethical Concerns
The legality of auto-renewal practices, especially in cases where clients are not actively notified, raises ethical concerns. While such clauses may be legally enforceable, they can damage trust and create unnecessary complications for clients.

Recommendations

Review Your Contract Terms: Pay close attention to auto-renewal clauses and termination policies.

Audit Your Configuration: Ensure all features, like HD Voice, are properly configured for optimal use.

Seek Expert Assistance: Engage with a professional to evaluate your current setup and explore alternatives.

Explore Better VoIP Providers: Transition to a service that prioritizes customer support, transparency, and reliable communication.

While 8x8 offers a range of features on paper, their lack of proactive support, questionable contract practices, and poor customer engagement significantly undermine their value. Businesses looking for a dependable VoIP provider should proceed with caution and carefully evaluate their options.

For those already entangled in 8x8’s ecosystem, it is critical to act swiftly. Review your contract and settings, and don’t hesitate to seek professional guidance to transition to a more reliable solution. Communication is the backbone of any business, and you deserve a partner that supports your success, not one that compromises it.

The overall experience with this company was outstanding. The attention to detail, identifying my start up business's needs and willingness to go above and beyond left us speechless. They are professional and only offer what is needed. We will grow our business through them for sure.

The support received made the transition a good experience.

I cannot even effectively communicate with their sales office to even learn about their service. I feel baffled that that are supposed to be a top rated phone provider but the sales staff is lack luster and doesn't seem to even know their product.

For some things, I would rate at 5 stars but for others, 1.

The support person was very knowledgeable and willing to help

Had a bunch of how to / best practice questions. Reviewed a bunch of how to / best bractice answers.

Your app is very cumbersome. I should be able call, add notes and inte

The browser integration is ugly. Interferes with access to controls in Zoho One, and one is unable to move the icon. Why in the bottom part of the window? Who does that? Also, the constant , almost daily bug reports make us nervous. Yes, it looks like you are on top of it, but why so much churn?

THEY WERE PLEASANT AND WONDERFUL AND FIXED MY COMPUTER ISSUE QUICKLY.

Your customer service is beyond accommodating. They are so very polite and will jump right in to fix or help you with any concerns.

case closed

Be very wary of implementing this system, they will tell you how easy everything is and how powerful reporting is, it is definaltey not is very limited in its capabilities, the support from 8x8 can only be described as arrogant they seem to be in a cult of 8x8 us the best, it is a limited platform with many faults

The system is good. But still has many bugs that is causing calls to be dropped for my adjusters or they can't connect sometimes and have to perform 3-4 restarts to get the system working properly. System is good, just needs a few hardware updates to make it great.

We switched to 8x8 from another cloud VoIP provider a few years ago and haven't looked back. 8x8 was able to provide numerous features at no additional cost that the other provider was trying to nickel and dime us on. Service has been very reliable, with no detected outages that we've been aware of.

Problem speaking with Customer Service.

It's helpful to have a dedicated account manager, who is responsive to our needs.

I spoke with a human being, and not a Machine

8x8 is easy to use and find online help when you get stuck. The fact I only need to raise helpdesk tickets rarely is impressive, and they are very helpful and knowledgeable when I do, quickly resolving our issues. Many thanks for great customer service, guys.

Do NOT recommend it to anybody! Their manager chased us for 6 months to sign up for an "extra package" that would supposedly help us "save" funds, assuring us we could cancel anytime and that he would personally oversee our account, adjusting costs as needed. Then, he vanished. Later, we discovered the offer wasn’t working for us at all—and we were actually paying much less without this package.

After tons of connectivity issues and overcharges, we realized we couldn't make necessary changes ourselves; you can't remove users, and you’re billed a yearly fee even when you’ve signed up for monthly service. Their team doesn’t respond to inquiries, and when we raised billing issues and service problems, they refused to investigate. This led us to cancel the contract.

And here’s the kicker: they won't notify you about renewals, instead sending a no-reply email stating, "Congratulations, you’ve auto-renewed for a $10,000 contract," which you can't cancel. When we tried to cancel, they slapped us with a $9,500 BUYOUT fee—for a service we never agreed to auto-renew.

After submitting over 30 emails, complaints, and tickets, none of the issues were addressed. And while we had a new account manager for the year, they never once reached out—except to ensure our contracts were renewed for features we don’t even use. After over 8 years in business, this is by far the most unprofessional customer experience I’ve ever had.

UPD. Since raising these issues on September 25, 2024, we've received zero meaningful response. Every time I escalate a ticket, it’s closed immediately with no option to reopen. Today, a note was left under a ticket stating, “I have been informed by @Ra******* D**** (8x8 Inc.)​ that she attempted to reach you both, but the calls went unanswered.” This is despite my clear request since September 26 to handle communication via email due to prior misinformation from the account manager. All our tickets continue to be marked as "Resolved" without any actual resolution, and follow-up emails remain ignored.