8x8Reviews of 8x8.com

There are far too many service interuptions then there should be. Making configuration changes are far too complex as settings don't always make sense.

Caller ID and ring group information could be available on voicemail. Call logs should always include all calls (even calls while on DND or calls answered by another extension) and the caller ID and ring group or number dialed.

8x8 app doesn’t allow people to be put on hold. It hangs up. There are a lot of glitches with the app. Browser Version is just has bad. Phones work but in secretary mode, can’t transfer. Hold. Or use the tools like they are meant for.

Locked in a contract with this company who promised the world then never delivered and left us stuck with an incredibly inefficient phone system with complaints from our patients all year long. The phones drop, they cut out and have failed leaving us with no phone service on multiple occasions. Their user support is rubbish. Pay more get a proper service.

Cancellation seems to be intentionally difficult and requires a 30 day notice. It's been hard to reach someone and get a response to a very simple question. The person assigned to be account was not responsive to my emails and then eventually told me to call customer service. When I did, all they did was open up a case for me and that someone would return my call. No one did and that was weeks ago. I finally got an answer when I gave a negative review in response to a feedback request email about the customer service call. When I originally signed up in July 2022, I had an express account that included SMS. Then a few months later I was told that I had to upgrade (price increase) if I wanted to continue to have SMS capabilities. So I did. Then a couple of months ago I get an email that to keep this feature, a one-time fee of $89 plus applicable taxes would be charged. I understand that this is related to a crack down on wireless services and spamming but I also know that other VoIP companies are waiving the fee. Now, they don't even have my original plan I can downgrade to. Otherwise the interface has been fairly straight forward. The bait and switching and impossible customer service are reasons why I am terminating my account.

8x8 gets some things right, and really right. Simplicity to manage call flows & automated IVR attendents, as well as powerful scripting for Contact Centers. However; 8x8 seperates Contact Center & Internal Users, making ease of use for one side to the other worse than pulling teeth. Call Recording causes loss of audio at the start of calls for 1-3 seconds, and this "is just how it is". The Contact Center users have to use a web-based application, and a desktop application SEPERATELY to get full internal & contact center functionality. Contacts/Directories do not share between Internal & Contact Center. Call Recording does not have a hierarchical structure for team management of recordings, it's either you see everyones recordings, or no recordings. Phone Provisioning continuously resets personal settings. 8x8 themselves have little desire to fix major DPA concerns regarding some deskphone features THEY supposedly support. And a plethora of other really basic and obvious simple features, that have been standard practice for decades that seem to be completely missing. I cannot stress just how much I regret migrating to 8x8.

So complex filling out tax returns is easier. You cannot talk to people, what they tell you to do in an email doesn't work. I just want to cancel and I can't even find out how to do that. Wasted a whole morning and I'm off to find someone else.

The service was good, however when it came to cancelling my account when I switched to another service it was very annoying. First I had to request a support ticket, then I was given to a retention agent who tried to get me to stay, then it was given to an agent with their global cancellation team, then I was emailed to prove I was the account owner despite being logged in to my admin console and being the listed Super Admin. Then I got an email asking for a passphrase which I never had on my account so I was told I had to create a passphrase to prove I was who I said I was. Then it was given to another global cancellation agent who then called me and then CC'd my account manager. I had to then call back and state that I was in fact trying to cancel. What the heck? It felt like entrapment to force me to stay with them and attempts to retain my business. Several bad customer service experiences and cost were the reason I left 8x8. They stated that this was all for security reasons to prevent someone unauthorized to cancel an account. I get that however, I've not had this much trouble cancelling a bank account, so I'm not sure what they are trying to solve here other than creating an aversive experience in hopes people will give up and stay with them.