8x8 Reviews 617

Great technology driven app.

8X8 has good connectivity and call completions, but changes to receiving text messages and difficulties with customer service color my opinion of the service as a whole. I still remain with 8X8 because I don't know whether other providers would be any better in what is essentially a commodity market.

It’s not working to great, no phone calls are being received.

Excellent Customer Service

8x8 consistently shows they are firm belivers in following through with putting their customers first. When a help desk ticket is submitted they will follow through from start to finish.

Paying customers of"8x8 Work" cannot call their main number and get a person on the phone for Support. Instead, after a lengthy message, caller is re-directed to AI Chat. And then AI-Chat, after asking all about the problem, re-directs the call a second to "Live Agent" chat - Who asks all of the same questions all over again.

And then when I ask the chat agent who works for 8x8 (a phone company) if I should put "011" (the international calling prefix in the U.S.) in front of the country code, chat agent responds he is not sure what "011" is. The technical support agent for this phone company cannot even answer a basic question about what international calling prefix I should use.

It has been over an hour and I still cannot find a way to talk to a live support agent at 8x8. Just useless AI and human chatbots. (edited for clarity). I pay a lot of money for this business phone service.

Appalling service, Works sporadically. Not clear about costings. Never come back to customer service issues. Recommended to me by my IT support company - real disappointment. Actually damaging my business with the poor service.

We have been a loyal 8x8 customer for several years, but my recent experience with their account manager was unacceptable. I called to clarify some charges and to request an exception to a contract term, and instead of receiving help, I was met with a rude and dismissive attitude. The representative would not even allow me to finish explaining my request and spoke to me in a condescending manner.

After so many years as a customer, I expected respect and a willingness to resolve questions. This experience made it clear that 8x8 does not value its clients, so we have decided not to renew our contract when it expires next year.

If you value good service and professional support, think twice before working with 8x8.

Absolutely awful service. I have tried for 90 minutes to speak with someone.
Here is my latest fight'
Welcome! How can I help with your question?
You
How can I speak to someone. I have been in this dam system for 90 minutes. GOT NO WHERE.
You
I want to speak with a human
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
I'm sorry to hear you're having trouble reaching someone and have been waiting for so long. Can you tell me what type of technical support issue you're experiencing?
You
JUST PUT A TECHNICIAN ON THE LINE
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
I'm sorry to hear you're frustrated and want to speak directly with a technician. Could you please let me know what device or system you need technical support for?
You
I have an issue with a brand new Poly phone . I need to get it working.
You
PLEASE PLEASE PLEASE GIVE ME A HUMAN
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
I understand you have an issue with a brand new Poly phone and need help getting it working. Which model of Poly phone are you using?
You
PUT AN EFFIN HUMAN ON LINE
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
I'm sorry to hear you're having such a difficult time. When did you first notice the issue with your Poly phone?
You
REPRESENTATIVE
You
REPRESENTATIVE
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
I'm sorry to hear you're having trouble. Are you seeing any error messages or codes on your Poly phone?
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
Thank you. I need some further details to help the Computer Technician. Can I have your full name?
You
HUMAN
You
COME ON PUT A HUMAN ON LINE
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
Thanks! What's your ZIP code?
You
85208
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
Perfect. What's the best email for you?
You
HUMAN
You
COME ON FOR CHRIST SAKE
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
Got it. And could I get your phone number?
You
NO
You
HUMAN.........................................
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
Thank you for sharing the details. The Computer Technician will help with your Poly phone setup issue. Here's what I'll tell them:
You have waited 90 minutes for support.
You need urgent help with a new Poly phone.
Is there anything else the Computer Technician should know before I connect you?
You
NO
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
Thank you for providing the details. And, how would you like to connect with the Technician - phone call or online chat? Under the circumstances, I recommend a phone call.
You
PUT THEM ON
Pearl Chatbot
Pearl Chatbot, Expert's Assistant
OK, got it. Here's a secure form to join JustAnswer for $5 (fully-refundable). While you're filling this out, I'll tell the Smartphone Technician about your situation and then connect you two.
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4.8

Worst company I’ve ever used they turned all my phone lines to go straight to answerphone for nearly a week costing me thousands of pounds£ followed by when I called them up to get it back to normal for 6 hours on the phone as no one had a clue what they were talking about you could tell they were reading from a script or something to then finding it the call actually cost me 490£ this one one of the 3 issues I had with them.. absolute joke

They are the worst company with worst customer service you can see in this world, do not even thing getting a contract with them
Customer supprort is hard to reach they are all oversea, no colaboration or negotiation.

8x8 is great when you sign up for their service. I had no issues with the service until I tried to close the account due to closing my business and retiring. I've contacted them 3 times and was told the "cancelation" team would reach out to me. No contact.

We had used the 8x8 service in my small business for almost 2 years. We then decided to lower our costs and move to Google Voice. When the contract was nearing it's end they did not help me migrate the numbers before the whole service stopped working. I asked them to activate it just so the numbers could port and when they did that they locked me into a new annual agreement. It cost over $1400 additional after I ported everything out and they just charged my credit card for early termination fees. DO NOT DO BUSINESS WITH 8x8!

Truly abysmal customer service. 3 month free period promised at the start of contract never happened, multiple emails, no resolution.
No caller ID in the UK, it took months of back and forth with customer service from them to finally come to this conclusion. Over 20 phone calls, hours of testing to be told that they have just discovered that it doesn't work in our region. How they didnt know this before wasting our time is baffling.
Do yourself a favour, go somewhere else for your phone system.

8x8 customer service is nothing but terrible. We have been trying to discuss predictive dialling with the company for weeks.
First we submitted a form. Nothing for 2 weeks. Then we went to the chat. We were told to wait because we are 'existing customers' and our account manager would get back to us.
Then we email the account manager and customer service. The account manager opened the email proceeding to ignore it.
I am now on the phone and have been in position '1' for 15 minutes. Absolutely no way to get hold of anyone, meanwhile the leadership team keeps wanting this put in place.

Terrible service. I always have issues logging in. Nothing is ever smooth. We have been using for years and I feel its just getting worse.

One time we asked our account manager to remove 2 random seats as we was paying for more people than needed for a long time. They actually deleted 2 of our German numbers by mistake and we never managed to get them back, we had this case open for over a month and in the end they just said we cannot get them back, even though they said they could, and now its very hard to get German numbers now.

Just so fed up. I tried to cancel my subscription with them, it asks me to send the code over, yet I cannot log in to find this code.

There are new and more fresh soft phone companies out there far better than 8x8.

We’ve been a long-standing customer of 8x8 for several years. Unfortunately, our recent experience has been deeply disappointing. We discovered that we were being overcharged thousands of pounds per year for additional outbound telephone numbers—numbers we were specifically told by an 8x8 representative were not part of any contract or subscription. We were informed they were “single-use” and would simply be replaced when needed. This turned out to be untrue.

After months of back and forth, 8x8 admitted fault and agreed to issue a refund—but only for the last 12 months, resulting in a partial refund of approximately £10,000. Most of that refund was then forcibly applied to outstanding invoices that we had withheld in good faith during the dispute. These invoices included charges for over 600 phone numbers we neither needed nor used.

Despite admitting that these charges were wrongly applied—and acknowledging in writing that their own representative misled us—they have refused to revise the disputed invoices from the period in question.

To make matters worse, when we asked to cancel our service, we were told our contract had automatically renewed in February—during the dispute itself, when we had already stopped paying invoices due to ongoing concerns. They are now insisting we either wait until February 2026 to cancel or pay nearly £950 per month for nine months as an early termination fee.

It's extremely frustrating to be held to a contract that auto-renewed in the middle of a dispute, especially after the company admitted serious miscommunication from their side and we provided written proof of their representative’s false claims.

There are far more transparent, responsive, and cost-effective providers out there—ones that value their customers and operate with integrity. Based on our experience, I would strongly caution against using 8x8.

Update - Instead of responding to my review in a helpful way. They marked it as not based on a genuine experience and took it offline. You best believe I replied to Trustpilot with the email trails and my review was reinstated.

Went with them as we need a fairly simple business system. We have two business numbers with two different receptionists. They just need to answer and have it go to voicemail if they can't answer or if it's after business hours. Shouldn't be hard, right? Well, we ported our numbers and we can't record a voicemail greeting. If a call goes to voicemail, they are greeted with "Welcome to our voicemail system, you have reached the mailbox of one, zero, zero, zero"! One, zero, zero, zero is the extension number associated with that number. It has been two days and we have numerous calls where the party has just hung up. Others leave messages and express confusion or warn us something is wrong. They have escalated with support to tier 2 a day ago and not even a return call, despite my emailing and calling them. I should also add that my users can't get voice mails via either the web or phone app. I have received my desk phone, so I can call in to their mailboxes, write down the messages and email them to them. Another item, they have had on their trouble list since yesterday.

I tried scheduling sales consultation meeting with them twice in the last month. They gave me a link, but none of them sales rep joined the call. Wasted an hour of my time waiting for them. Tried calling their number hoping to speak to someone directly, waited for another 15 min without anyone answering. Funny how they are selling communication centre services where no one answers, are they using thier own system or their system is for decoration purposes only?