8x8 Packet8 Broadband VoIP Service with Adapter 410
By: 8X8, Inc. Average Rating: 2.5 Total Reviews: 18
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 On: 2007-05-04
Packet8, at first glance, appears to be a good choice for VoIP. WRONG! When I actually experienced their "service" I found first impressions can be deceiving. At first it was OK, but after a few months the voice quality became consistently unusable - voices were badly distorted and difficult to understand. Calls were intermittently dropped.
Calls to technical support resulted in immediate and repeated blame placed on everything outside their company. I received pages of instructions telling me to change all the cords, change my router configuration, change my phone, change my network configuration, run network tests and on and on. They blamed available bandwidth on my cable line without testing it, told me that having another VoIP service provider on the same network connection would cause a problem because the IP addresses would be "confused." The one thing they did seem good at was finding someone else to blame. They were NOT good at resolving a problem that, in the end, was clearly their own.
Ive moved to another provider and have found that Packet8 continued to cause problems because I was forwarding calls from Packet8 to the new provider. Packet8 simply drops all forwarded calls after 16 minutes, something they dont disclose anywhere I can find. Outside the Packet8 caused problems, my new service provider (VoipYourLife) works great.
Packet8 makes it very easy to sign up. They never mention a cancellation fee if you sign up over the phone and bury notice of the fee in a multi-page service agreement online. Discussions with their management made it clear that they didnt care if their service worked or not, they were going to charge their customers to cancel.
Stay away from this one.
 On: 2006-08-23
I consider myself a "power user"- I use the residential service for work and home, while simultaneously stressing my broadband to the limit with work related traffic. I travel with the packet8 phone adapter and have used it to make calls all over the world- works just like Im in my house. Just plug one end into any broadband connection, other end to a phone, and youre in business.
I have been a packet8 user for a few years now, and have had only one issue- which was my broadband ISPs fault, not the packet8 service. NO dropped calls, NO clarity issues (its clear as a bell), NO "talking through a tunnel" issues. I have standard Comcast Internet.
After reading many negative comments, I WILL say that you need to have a reliable broadband connection, and a solid router, and know how it all works to some degree.
Computer literacy ALWAYS helps with newfangled devices.
THe service works as advertised. I bought the DTA410, plugged it into the power and my router, and it worked immediately with a dial tone. I then called customer service to have it activated, they gave me a 10 digit code to enter, and it worked. Just like that. Customer service was fast and painless.
LOVE the features- call forwarding to any number, follow-me-find me, online phone calling record, really cheap international calls, all for 19.99 a month. You can forward your calls to any phone you want while youre anywhere in the U.S. by simply accessing the internet and telling Packet8 to do it. Good deal.
Also- in a travel accident- shampoo got into my old adapter (a DTA310) and although it struggled valiantly, it gave up the ghost a little while later- and was out of warranty. Packet8 customer service gave me credit for the two weeks I was without service (because I was on a business trip and didnt order a new adapter right away).
ONE other thing- the packet8 service uses the lowest bandwidth of any of the commercial VOIP offerings right now- so if you use a lot of bandwidth, and also want VOIP, go packet8. And its also among the cheapest.
On: 2006-07-18
Very easy to install and worked well for few days. Used with Comcast residential service (the only available option for me). After 2 weeks --- every 2-3 days many hours of interruption, when power LED is blinking, Link LED is solid and there is no dial tone. Customer service could not suggest anything better then powering off and on cable modem, router and adapter. This works sometimes, usually after 2-3 hours of fiddling (powering off and on all 3 devices in different sequence), but never immediately. Updating firmware does not help either. Customer service representative mentioned that "after internet connection is lost, adapter needs to resynchronize to SIP server". Why it can not resynchronize on its own without manual fiddling is beyond me. SSH sessions and slow downloads were not interrupted when phone connection is lost, so looks like there were no serious internet internet outage either as much as Id like to blame Comcast.
On: 2006-07-15
Ive had several internet phone services and this is the worst overall company I have ever dealt with. The phone service doesnt work half the time and there are so many dropped calls that its unbelievable. Maybe it works better if you dont have a home network. I have a professionally setup Comcast Home Network and this service doesnt work very well with the router and wireless network. It takes up to a minute after you have dialed a number for it to ring through, then half the time youll get a busy signal and have to redial upto 3 times to get through. The other half of the time I cant even dial out and I have to reset the modem just to get a dial tone. Then you get noise & echos over the phone and it sounds like youre talking in a tunnel. If you talk more than 5 minutes itll drop the call. If you move and walk around the house itll drop the call. The Packet8 customer service department is the worst I have ever dealt with, when and if you can even get through after 25 minutes of waiting on the phone. I know more than the techs that I have talked with on the Packet8 customer service line. Then on top of all that if you decide they are way to lame, and you want to cancel the service after the "trial period", you have to pay a hidden $59.99 charge. I do not recommend this company unless you like equipment that doesnt function properly & poor customer service, for $5 buck more I highly recommend Vonage.
On: 2006-07-15
I have ordered their IP phone service one year ago. They asked my credit card for direct deduction for monthly payment. I asked them to keep my phone number. Packet8 told me that SBC service would be automatically disconnected when the number was ported. It took more than two months for them to transfered my phone number from SBC.
The voice quality of packet8 phone is very bad. So, I had to switch back to SBC at last Decemember. However, in March I found that my credit card still be billed. So, I contact Packet8. Packet8 told me that it was the customers responsibility to explicitly notify them to stop the service. I did not understand how they can still bill the customer for phone service without phone number. I asked them to stop my phone service.
Today, I found they still billed me on my credit card for another four months after I called them. I contacted the customer service again. He told me that he can not found any record for my last call.
I can not believe that a company could lie to the customer like this.
Please think about clearly before you order them device and service. They are cheap.
On: 2006-06-18
I have used the Packet8 service since August 2004. This is an unbelievable service at the best price. Since I have been a customer, they have improved quality dramatically to about the same as a regular phone service! Even more, they have steadily added features over the past few years. My favorite feature is the voicemail to email feature. I can get all my voicemails emailed to me and this is useful at work. Other features they have added are caller ID, and a feature that lets you call all your phones including your cell phone when someone calls your Packet8 phone number. That way, you can just pick up the closest phone to you. Everything is managed online. Plus you can forward your calls when you are on vacation or take the box with you to. Get this box/Packet8 and I promise you wont regret it. Nothing but big smiles for me!!!!! :))))))) They are also coming out with a softphone so you can use bluetooth/USB headsets from a laptop or whatever. Currently, you can use it but only in beta until a few more months.
On: 2006-05-13
Beware, while the equipment works alright, the customer service is atrocious. I had packet8 service for several months and decided to go back to a standard landline for quality and bundling issues. I ported my number, and called the cancel my packet8 service. I believed everything was taken care of. Packet8 billed me for 5 subsequent months after the number was ported out, and even after escalating the issue to their supervisors, they refuse to give me credit for the service fees even though there was no number on the account on which to use the service.
If you choose to purchase this product, you are warned, you are dealing with an unscrupulous company that is so happy with their terms and conditions that they cannot use reasoning to make a decision.
On: 2006-05-13
I ordered the PACKET 8 and was very excited when it arrived. I hooked it up according to the enclosed instructions, but it never got a dial tone so I could make a phonecall. Then I called PACKET 8 technical service and was placed on hold for two hours. So I hung up and called PACKET 8 customer service (was on hold for another 1 and a half hours) and cancelled the service. It ended up costing me $20 in shipping and handling charges to cancel the PACKET 8 service. Plus I just got my credit card statement and they are still billing me for services and they havent credited my "risk free offer" money back yet. Buy at your own risk.
On: 2006-04-18
THE BIG FACT:
- We subscribed Freedom Unlimited Plus Asia ($49.99) from Jan 2005 till now. Currently, Packet8 cancelled Freedom Unlimited Plus Asia ($49.99) and has only Freedom Unlimited Global ($49.99)
- The same numbers we called (to the same city and the same country listed in its unlimited list) didnt be charged in Feb (or any previous months) but charged in Mar
- The reason we got from one customer service representitive is that the numbers are non-premium phone # - If its true, why we never been charged in Feb or any previous months for those calls.
- The reason we got from another representitive is that the international rate to that country was increased from Mar 1, 2006.
- The advertising on their website still claims that the country/city is within the 40 unlimited country list
OUR COMPLAINS:
- If the city is not listed in 40 unlimited country for free unlimited call, you should NOT advertise it in your website
- If the international rate is increased, they should only charge the total minutes we called in March multiplied by the extra rate. No reason to charge us the full current rate when its still under your unlimited freedom plan country list.
UPDATE:
So far Packet8 refused to pay back us the overcharge or admit their mistakes. All we had from them is that they said they should provide more information on their website about the extra charge.
CONCLUSION:
Totally disappointed about PACKET8!!
On: 2006-02-21
Ive had Packet8 for two months or so. It has been tremendous. I was concerned that voice quality wouldnt be good, but it is great. Setup took just a few minutes. I was amazed that I was making calls after two minutes of setup. I have never had a service outage since I got it.
Caller ID doesnt show the name, but that doesnt bother me much, because old phone companys caller ID often didnt show the name.
On: 2006-02-18
Ive had this service as my primary home phone for about a year, with superb results. I have never lost a call, and the voice quality is better than my old land line. I have no idea why some folks have problems, but it sure is not the speed of your internet connection (see below).
There are 2 things that arent clear in the description concerning this adapter. Unlike the old 310 Packet8 adapter, with the new 410 box you do NOT need a router - its built in. Granted it only has 1 out port (IN is modem to 410, OUT is 410 to your computer) but for most folks thats all thats necessary. In other words, if you dont have a router now, you wont need one with this adapter.
Second, you can take this thing with you when you travel, including overseas. I am working in the middle of the Sahara desert (28 on/28 off) and this thing works GREAT. We have crappy local satellite internet in the camp (80 kbps versus 4800 at home with cable) and there is NO difference in call quality or service. First I brought the box with me, and because I specified a local area code and number, my family can call me in ALGERIA as if it were a local call for them (for everybody else, its just a normal long-distance call to another US area code). Last month I got a second account: read the fine print - its FREE to call another P8 subscriber, anywhere in the world. I can now both make and recieve calls for free.
Again, I dont know why some have problems, but its not the quality of your internet. If it works in the Sahara at 80 kbps, it will sure as hell work in Poughkeepsie.
On: 2006-02-02
I have been using this just for one week and the call quality is the worst. Regret my decision. And when I call for technical service, no one answers even after 45 minutes. Hearing just music.
On: 2005-12-29
As a former Vonage customer (for a year-and-a-half), I must say that I am mightily impressed with the service I now receive from Packet8. As soon as I received my Adapter 410 device from Amazon.com, I opened the box, read the short instruction card, and was talking VoIP in under 10 minutes.
I live on the West Coast (Portland, OR) and began making a number of local calls and calls to Maryland, Georgia, North Carolina, Pennsylvania, and one call to Halifax, Nova Scotia (Canada). Each call had, to the best of my perception, identical quality ... and the quality was nothing short of superb.
On the billing end of things, they told me thered be no activation fee and my first month was free. In actual fact, however, Ill end up getting close to 45 days free since customers signing up in mid-month are apparently given the "benefit of the doubt" on this issue. I called up their customer service department to make sure (3 minute wait only). Mind you, I only mean free of Packet8 charges. Until my first paid billing period starts on February 3rd next year, I still have to pay the $1.50 monthly regulatory recovery fee (Federal) and starting in January, a monthly $1.99 fee for e911. So, assuming my math is correct, this will be the makeup of my first normal bill from Packet8 - and subsequent bills that do not include calls outside the US/Canada:
$19.99 - Packet8, unlimited US/Canada calls
__1.50 - regulatory recovery fee
__1.99 - e911 fee
___.60 - Federal Excise Tax
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$24.08 - total monthly cost of plan
I suspect Vonages "total monthly cost" has gone up since I left them in July ... but compare that with Vonages $27.24 "total monthly cost" I paid before I left them. Vonage does have one benefit over Packet8, though. You can call numbers in Puerto Rico free. With Packet8, Id have to pay 3-4 cents a minute for such a call (assuming I knew someone in Puerto Rico to call, hehe).
There is one complaint I have about Packet8, though ... but its kind of a funny complaint. When I called up their customer service department, I was appalled at the quality of the call. The automated menu voice wavered in and out and I thought the call might drop. But, when I hung up and dialed them up again, I noticed that the wavering was consistently in the same places. In short, it was not a "call" quality issue. They just have lousy automated-voice menus that need to be re-recorded, hehehe. When the human customer service rep answered (3 minute wait), the wavering magically went away. Every other call Ive since made from my Packet8 phone has been fantastic and, at this point, I have no complaints whatsoever.
Some closing comments. For VoIP to work properly, you must have a true "high-speed" connection. I have 3-megabit broadband. If you have a more marginal broadband connection (like most DSL providers give you), your results may vary. The slower a connection speed is, the more artifacts youll hear. In short, dont blame Packet8 because youve chosen a cheap broadband provider. Electrical (radio, TV, computer, etc.) interference near your modem or router could be another culprit causing marginal quality. Again, a personal issue, not a Packet8 issue. Finally, Ive seen a number of complaints regarding the porting of an existing number to Packet8 ... that it takes a long time. Again, this is not a Packet8 issue. While competing phone companies are required to surrender an existing number to a competitor when asked, they take their own sweet time about it. I suspect theyre hoping users will blame the NEW provider for the delay and throw up their hands in frustration, choosing to stay with their CURRENT provider. In fact, delays in porting an existing number to a new service are largely the fault of the CURRENT provider, not the NEW provider.
Solution? Dump your old number and get a new one. Problem solved. In the future, I hope the FCC will address the issue and impose a porting "deadline" on providers. Complaints on porting time delays are inherent with many providers, not just Packet8. And, like I suggested, customers blaming the "accepting" service provider for the delay are blaming the WRONG provider in most cases. Its basic consumer logic. Who is more likely to give you the worst customer service ... a new provider eager to have your business ... or an old provider youre abandoning? Think about this.
P.S. One thing you may notice. All VoIP calls are routed through hubs. Vonages hub is in New Jersey so caller-ID stamps are Eastern time. Packet8s hub is in California so caller-ID stamps are Pacific time. This can also create some confusion with people who dial "region-based" toll-free numbers. Example.
I occasionally call into the Coast-to-Coast AM radio show, originally done by Art Bell. They have two toll-free lines. One is designated for callers East of the Rockies, another for callers West of the Rockies. When I was with Vonage, and even though I live in Oregon, I could only call in on the "East" of the Rockies line (because Vonages hub is in New Jersey). But now Im with Packet8, I can call in using the proper line.
If you normally dial "region-based" toll-free numbers as a matter of business, youll probably have to start dialing a non toll-free number (which is free with Vonage or Packet8 anyway) if your providers hub is located outside the region specified by the businesss phone.
BTW, if youre wondering why I left Vonage, it was because I was paying (in part) for 911 service I was NOT getting ... and found out I wasnt alone. Three state attorneys general, so far, have filed deceptive marketing practices suits against Vonage for 911 "irregularities" (Texas, Michigan, Connecticut). And, I waited until after the November 30th FCC deadline mandating e911 coverage to start shopping around for a new provider. Packet8 is e911 compatible.
One final cautionary note. If you have a power failure or if your broadband ISP has a service interruption, your VoIP phone will not work. This can be dangerous if you need to make a 911 call during such a time. The solution is to buy a $19.99 Nokia 1100 TracFone which comes with 20 minutes of airtime (through TracFone.com or at local Target and WalMart stores). Just keep it charged up and, if you NEED to make a call during downtimes, you can. Also, keep this in mind. Once, I had a power failure but needed to make a call. I went next door to my neighbor to use her landline phone - but it was out, too. The same falling tree limb that cut our power also cut her phone line. So, I recommend ALL users of landline or VoIP phones to have this cheap alternative handy. Between the time I dumped Vonage and enabled Packet8, it was my only telephone. And, I still use it as an emergency backup phone on the rare occasion its needed.
 On: 2005-11-09
I had POTS service, and I was running a huge bill a month (includes DSL rates). I was so frustrated with this high bill that I switched to Cable modem and Packet 8 service. Even though cable modem is more expensive than DSL, I save overall, and I have better download speeds.
The only problem(s) that I have are that Packet 8 does not provide names with Caller ID, and Packet8 has Pacific time on the Caller-ID, even though I live on the East coast. Minor set backs. You have to dial a 1- before all the numbers, which does not bother me at all. I make a lot of international calls, and they offer a very good rate on these as well. My wife said the quality is not good some times, but I have not noticed it. I dont mind paying the $1.50 for E911 access.
Overall, I am completely satisfied with Packet8 service.
On: 2005-10-30
Congress passed legislation requiring VOIP providers to offer 911 (Emergency) services to VOIP customers. As a result, Packet8 hit me with a $9.95 "upgrade fee" to start the 911 service and a new $1.50/month "E911" charge.
I was willing to pay the $1.50/month if they would meet me halfway and waive the startup charge. I called Packet8 to see if I could somehow get the $9.95 fee waived, but they wouldnt budge. Im stuck with a $59 disconnect fee if I dont complete the mandatory upgrade.
The Packet8 phone service is reliable but if they are going to be adding fees and charges, traditional phone lines become a more attractive option.
The decision to go with Packet8 is yours.
On: 2005-10-27
I got rid of my home phone because my bill was about 65 dollars a month. I thought I could survive on just my cell phone, I was wrong. Then I found packet 8, after tax 21 dollars a month and it sounds just like my old home phone. The disconnecting that has been posted I never had that problem I think in the 6 months I have used this service for over 2000 minutes a month I dropped 1 call, because my cable internet went down. There are firmware updates on there website so some kinks are worked out. The only difference between the packet 8 phone and your home phone is the cost and you have to dial 1 and the area code before every number. NO BIG DEAL.
On: 2005-09-21
I dont usually write reviews on products, but I really wanted to share my experience with others. I got my broadband phone adapter home and followed the instructions included with the package to start making internet phone calls. It was sooo easy! My cell phone doesnt work in my home and my telephone bill was getting ridiculously expensive. The Packet8 service is AWESOME! I can place calls to my mom in Arizona and talk as long as I want -- with no extra per-minute charges. I can call my sister in Florida just to say hello and its still just one low fee per month. The sound quality is perfect. Its like the person Im speaking to is right across the table face-to-face... Im not a real technical person, so I thought VOIP would be way out of my league. My husband talked me into the purchase and Im so glad he did!
On: 2005-09-10
I bought Packet8 only because Costco carries their products and I assumed that if Costco had reviewed Packet8 and offered it instead of some other broadband phone service, it had to be good. That was a very poor assumption. Concurrent with purchasing Packet8, I bought a Motorola 2.4 GHz phone system which is powerful enough for use in my apartment.
After initializing my service I immediately discovered a lot of static and difficulty with fading volume on the telephone line. Also, my telephone would often hang up on incoming calls for no apparent reason, and would sometimes ring for 12 or more rings without triggering the answering system even though it was set to answer after 3 rings. Also, when calling this line, many times it would take the telephone 5 to 10 seconds to begin ringing.
I first suspected that there was a flaw in my Motorola telephone and received technical support directly from them. They suggested that I buy a telephone filter, which I did, and to recycle the power on all telephone units and re-page the hand sets, which I did. There was little to no improvement. There was still static, unexplained variations in volume, and the hang up and answering system problems. Because Packet8 allows you to cancel only within the first 30 days of service without a cancellation penalty, I immediately ordered Vonage. From the first telephone call on Vonage, my calls were as clear as or even clearer than any telephone Ive ever used. My phone rings immediately when it is called and the answering system always answers on the number of rings Ive set it to.
Additionally, Packet8 requires that you have a DSL router, which I had to go out and buy. Then the Packet8 device plugs into the router. So, you have a connection from your computer, to the Packet8 device, to the router, to the cable (or DSL) modem. Vonage provides you with a router that integrates the telephone connection into the router so you have only one device between your computer and the broadband modem. If this is a factor, I dont know, but I do know that the fewer devices you have in the daisy chain the better your service will be.
Added to all of that, Packet8 charges extra for 911 service that includes your name and address with your call. They also delay your order for several days if you opt for this service. The 911 name and address service is included in Vonages basic rate, and it doesnt delay your order.
I have no connection with Vonage. If I did, Id never have ordered Packet8.
Dont just accept my review of Packet8, search the Internet and you will find similar problems. I should never have used Costcos decision to choose Packet8.
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