Packet 8, 8x8 Made a change to their DNS and when it screwed up every customers phones for the day, claimed it was a problem on our end. No Credit, No appology, Nothing. packet8.net / packet8.com Nationwide

DO NOT USE THESE GUYS YOU WILL BE SORRY!

I decided to use these guys with my business (10 Phones on their system), Big mistake. The sound quality was crap, they said it was our system and that we had to open the proper ports on our firewall. We did that, no change. Every once in a while you would be trying to make a call and it wouldnt go through. We even put it on a 15MB internet connection, same crap.

Last friday was the last straw for me. We came into the office to find our phones were out, so frantically we tried calling packet 8. When we got to the part of pressing 2 for technical support, we got a message that said "All lines are busy now. Goodbye" and disconnected us. So I called back and pressed 1 for sales and got through. The girl on the phone told me they were having global DNS issues. For one whole day my business went without phones. God only knows how much business we lost because we had just done a big marketing push. Then to make matters worse, I just called them and the customer service girl LIED to me and tried to tell me it was a problem with our internet carrier. I politely explained to her what happened and she didnt see it that way and said they would not be crediting any accounts for the outage. I then asked to speak with a manager, who had her relay the message that they wouldnt do anything. Not even an appology.

Then I found This:

{January 23, 2009]

DNS Issue Temporarily Cripples Packet8 VoIP Service

Originally posted on VoIP & Gadgets Blog, here: http://blog.tmcnet.com/blog/tom-keating/packet8/dns-issue-temporarily-cripples-packet8-voip-service.asp.

A source tipped me off to a Packet8 VoIP service outage last night & today caused by a DNS issue. I contacted 8x8 (News - Alert)/Packet8 and Joan Citelli, Director, Corporate Communications for 8x8, Inc. to find out what caused the VoIP outage. Joan told me the following:

"We are providing all subscribers who experienced this issue with the following explanation and resolution procedure via email and customer support calls. Let me know if you have any further questions."

At 7 pm last night (January 22, 2008) Register.com changed the DNS for www.packet8.net and www.packet8.com by omitting the DNS and substituting a landing page in its place. The net result was call failure and inability to find Packet8 website. Our telephones and DTA's have several hard coded fail-over processes built into them. However, due to the landing page put up by Register.com, the end points were given a false signal of success and did not fail over to the backup IP addresses built into each device.

Within minutes Packet8 engineers saw the issue, contacted Register.com and got the issue resolved with proper routing instructions broadcast to all DNS servers on the Internet.

Most Internet Service Providers updated to the correct DNS routing instantly. However, we have reports that ATT, ATT-Mobile andTime Warner ( News - Alert) Roadrunner on the East coast have not updated DNS servers with the correct information.

What made this even more hillarious, not even an appology here.

IF YOU CARE ABOUT YOUR BUSINESS, YOU WILL NOT USE PACKET 8. THEY ARE TERRIBLE.

Clearwaterguy
Largo, Florida
U.S.A.