• Report: #157232

Complaint Review: Packet 8, 8X8

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  • Submitted: Thu, September 15, 2005
  • Updated: Fri, March 23, 2012

  • Reported By:South River New Jersey
Packet 8, 8X8
3151 Jay Street Santa Clara, California U.S.A.

Packet 8, 8X8, ripoff, stopped service, cannot use service, will not close account and still being billed Santa Clara California

*Consumer Comment: Good luck canceling packet 8

*Consumer Comment: All things being equal...

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I signed up for this worthless internet phone service last February. The service was borderline acceptable when I signed up and progressively got worse. A few months back, some federal regulations had changed regarding how emergency 911 calls are handled through internet phone services, and I received a flood of emails from this company stating that I must acknowledge this or my service would be discontinued. As this letter was not presented to me in a language that I understand, I was unable to acknowledge this and my service has been stopped for over a month. I called their customer service and stated the above, and they refuse to stop billing me until next February, and my service has been discontinued. When I told them I would cancel my credit card, they threatened me with collection, as they are able to hold people hostage to a year agreement. How can these thieves continue to charge me for a service they refuse to provide?

Dave
South River, New Jersey
U.S.A.

This report was posted on Ripoff Report on 09/15/2005 05:08 PM and is a permanent record located here: http://www.ripoffreport.com/r/Packet-8-8X8/Santa-Clara-California-95054/Packet-8-8X8-ripoff-stopped-service-cannot-use-service-will-not-close-account-and-sti-157232. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Good luck canceling packet 8

AUTHOR: Ken m houston - (United States of America)

I am a technical pro and referred many customers to 8x8, the service was fine at first, then they started changing server side VoIP settings without notice. Business customers can not have this type of situation ( lack of change control).

All of my customers purchased equipment from 8x8 upfront, had no contract and were auto credit card charged for monthly service in advance.

When service became so unreliable, all 30 of my customers opted to change, I personally, being the point of contact for 8x8 on behalf of the customers, emailed, called & mailed cancellation notices on each customers letterhead.

Fast forward 2 years...... Each customer had to cancel credit cards or change numbers because 8x8 wouldn't stop the auto charges. They finally closed all but 3 accounts (still get email saying auto charge card on file not valid), but they won't credit the charges for after accounts were cancelled. They forwarded the accounts to collection agency "AWAcollections". We are probably headed to court soon because I'm tired of trying to resolve this diplomatically!

Good luck if you try them, I'm a networking expert with 30 yrs exp, the VoIP issues with 8x8 in our case were all server side & most related to lack of change control & disconnect between the various teams at 8x8.

If you have had same issues and want to be involved, I'm considering class action litigation. Contact me thru this post please.
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#2 Consumer Comment

All things being equal...

AUTHOR: James - (U.S.A.)

I can't comment specifically on quality issues relating to Packet8 since I've never been a subscriber. Reviews I've seen of them are mixed. But I admit that Packet8 is high on my list of VoIP providers ... one of which I plan to sign up with in December (after the FCC mandate for e911 service has legal force). This is why Packet8 ranks well with me.

First, insofar as reviews of the service are concerned (and I've read many reviews from many sources), it seems to be feast or famine ... either someone really likes the service or really hates it. Not too much middle-ground. And most of the complaints I see revolve around porting an existing phone number to Packet8 ... which involves a process that, to a great extent, is out of Packet8's hands. While all telephone providers are mandated to surrender an "owned" number to another provider, they take their own sweet time in doing so ... right up to the limits proscribed by law ... perhaps hoping that frustrated consumers will point the finger of blame toward the new service and stay with their old service.

Secondly, poor quality can come from many sources ... the VoIP provider, the equipment being used, or the quality of the ISP's connection. Many of the quality-related horror stories I've read have come from persons using a DSL or Wi-Fi Internet service ... or a marginal cable Internet service. The "connection" is the key ... and high-quality VoIP service demands the existence of a truly "high-speed" connection. I've read the same horror stories about Vonage and other VoIP providers ... and when the stories are the same but only the providers differ, this tends to point the finger at ISP quality. BTW, I was a Vonage customer for almost two years but quit them due to a dispute involving 911 service I was paying for but not getting. And that's why I'm waiting until after the e911 mandate becomes the law of the land before I sign up for a new service.

Thirdly, and I can't emphasize this enough, Packet8 is one of the few services that allows you to buy and "own" your phone-adapter device. Many other VoIP providers tell customers that their phone adapters are "FREE" ... but don't tell them that, if they cancel their service, there's a big "rubber-band" attached to that adapter. Vonage, for example, requires not only the return of the adapter. They require it to be returned in the original box it was shipped in with ALL enclosed manuals and paperwork. Otherwise, they'll ding you for it. And the real beauty of Packet8 is that, until the end of 2005, they're selling their "Adapter 410" model for only $51.99 through Amazon (free shipping) and give you a $60.00 rebate. Yup, the rebate is more than the price of the equipment.

Finally, their account cancellation procedure is very well defined (unlike Vonage). When people sign up, and if they cancel before the end of 12 months of service, they agree to a cancellation fee that is less than the amount of the adapter rebate. After 12 months, no cancellation fee applies. FWIW, Vonage tried to ding me with a cancellation fee until I reminded them of their own Terms Of Service ... stating that cancellation fees are waived after the first 12 months of service.

In closing, check out my suggestions for people choosing to cancel their Vonage accounts (search under Vonage and you'll find it). I'm certain Packet8 works in a similar way so the suggestions I made would probably work for them, too.
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