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  • 1.  THESE ARE THE PROBLEMS WITH 8X8

    Posted 01-27-2022 16:08
    1. You can never get a tech support person on the phone. the main number directs you to Otto which is virtually useless. The fast way to speak with someone is call the main number and use options for new service. 

    2. Billing - these guys couldn't bill a credit card on file to save their lives. 

    3. Cancelling lines - why does it take 3+ weeks to cancel lines when if i don't pay you guys clip them in 5 seconds. 

    4. tech support - every issue takes hours LITERALLY hours to deal with a tech support person AND at least 30% of the time they can never figure out the issue and have to escalate it. 

    5. Mobile app of iOS - garbage. i clipped 4 lines but kept my the original main line ext 1000 and my mobile app doesnt work anymore. i cant even log into it. sadly the Genius that get my call couldnt figure out what the major malfunction is. sad its YOUR system. 

    6. things dont get straightened out quick im changing companies. this is pathetic. you guys are 8x8. maybe change your company name to 1x1

    peace

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    Wholesale Department
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  • 2.  RE: THESE ARE THE PROBLEMS WITH 8X8

    Posted 01-27-2022 18:58

    Hi Wholesale Warehouse,

    I'm sorry to hear about your experience but appreciate the share. 

    A few suggestions that may help:

    As others have mentioned in the community, there are challenges reaching a live person.

    One option to handle specific changes to your account is to contact the account representative assigned. You can find instructions in this thread Sales Representative & Self Ordering.

    They can handle line adds / removals as well as answer any billing questions related to your account. 

    Support.8x8.com is another option to research technical issues. While it won't resolve them all, it's a place to start to troubleshoot.

    There's also an option to create a ticket through the My 8x8 portal (login.8x8.com). When I've gone through here to create tickets, the agents assigned have responded to my request. 

    Regarding logging into your account, can you get to this from the web? 

    If the password is lost / forgotten, you can issue a reset to get back in.



    This should enable you to login to the mobile app. 

    Happy to chat further about any other issues you may be experiencing.

    Once again I appreciate the transparency with your experience and hope this helps. 



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    Jahmal Abbott
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    Original Message


  • 3.  RE: THESE ARE THE PROBLEMS WITH 8X8

    Posted 01-28-2022 13:05
    that doesnt work. you guys have internal issues that are not allowing me to connect to the app. hreres my ticket number. no one else is able to resolve the problem, sure you cant either.

    8x8 Support Case #: C3932665

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    Wholesale Department
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    Original Message


  • 4.  RE: THESE ARE THE PROBLEMS WITH 8X8

    Posted 01-31-2022 15:14

    HI James, im having a terrible time reaching anyone at 8x8! Every time i call and try and reach someone at tech support .i go through auto directory prompt hell. Keeps sending me back to square one or hangs up on me. All im trying to do is get my 8x8 app to work. Ive been dealing with this since 01/27/2022. on thrusday when i called I spent close to 2 hours either on hold or waiting for an engineer to tell me he doesnt know whats wrong and needs to escalate it. meanwhile I cant use my app and i am missing phonecalls when im away from my desk. this is absolutely unacceptable, infuriating and quite honestly embarrassing. my case number is C3932665. do you have a direct number of someone that can help me? currently ive been on hold for almost 20 minutes. any help would be appreciated. 

    thank you 



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    Wholesale Department
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    Original Message


  • 5.  RE: THESE ARE THE PROBLEMS WITH 8X8

    Posted 02-01-2022 07:32
    Unfortunately I do not. They wont even respond to my complaints about their contract terms. I want them to release my company from the extremely unfair contract. Don't understand how they feel ok with penalizing customers who have had it with their horrible service by providing no means to exit their contract.

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    Jim Bednarz
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    Original Message


  • 6.  RE: THESE ARE THE PROBLEMS WITH 8X8

    Posted 01-28-2022 09:15
    No kidding. Let me add a couple. 

    7. They auto-renew contracts annually so customers cannot opt out mid year. If you do try to leave due to the awful customer service, they wont. You are stuck for the full amount of your contract. Lets penalize our unhappy customers for wanting to get away from this horrible service.

    8. Their management interface is broken. Try reusing an extension number/DID from a previous employee. Resetting doesnt reset. Cannot upload recordings to that users account. Only way is to contact support and have them upload it on the back end.

    9. Try contacting your rep when you need to order phones or have any questions and might get a response a few weeks later. Useless.

    10. Support ticket system is ridiculous. I would not get a response for several days if not weeks.

    11. Dont bother with chat support. I waited over 2 hours before giving up. Never got a response.

    My advice, get out ASAP. But be careful, make sure you do it at contract renewal or you'll be stuck.


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    Jim Bednarz
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    Original Message


  • 7.  RE: THESE ARE THE PROBLEMS WITH 8X8

    Posted 01-28-2022 13:06
    ive closed down the majority of my lines with them waiting to port out the last one.

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    Wholesale Department
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    Original Message


  • 8.  RE: THESE ARE THE PROBLEMS WITH 8X8

    This message was posted by a user wishing to remain anonymous
    Posted 02-12-2025 08:30
    Edited by Alina Maxim 02-14-2025 11:13
    This post was removed


  • 9.  RE: THESE ARE THE PROBLEMS WITH 8X8

    This message was posted by a user wishing to remain anonymous
    Posted 02-12-2025 10:53
    This post was removed


  • 10.  RE: THESE ARE THE PROBLEMS WITH 8X8

    Posted 02-13-2025 09:50

    As an 8x8 Wholesale partner, I'm sorry to hear you had this experience with 8x8's tech support team - usually they are really "on-the-ball"!!  As a reseller of multiple VoIP providers, I would recommend getting your next service through an authorized phone company with the carrier of choice - Going direct with the carrier really offers no advantages - you will pay the same monthly rate either way, but with a local phone guy, you have boots on the ground to help troubleshoot issues like this.  I personally would have had you try logging into the mobile app to see if your system was working as I've seen no outages for any of my nationwide clients recently - certainly not for 14 days...  If the mobile app works, but the desk phones or desktop app doesn't work, then there may be an issue with the internet or network configuration.  I've had this happen where the PC's still work, but the router/firewall was blocking the voice traffic after a firmware update and needed to be re-programmed.

    I understand your frustration, but would advise you to seek out a local phone guy to make sure the next solution will work properly for you.

    Good Luck!!

    Ken Berta

    High Speed Telecom, LLC



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    Ken Berta - High Sp
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    Original Message


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