SMS outbound no longer works for Company Main Number

Dear Mr. Phong.

The first thing is that I do understand that you are part of Ring Central team, but even in your message something is wrong. If these numbers are blocked by mobile carriers how does Ring Central support unlock our numbers if it was not made on their end?

The second is that our numbers can not be blocked by all the mobile carriers because we do have a clients base which consist of more then 300 mobile numbers, if some mobile carrier of one of the client blocked our number other 299 clients should be receiving these messages, but they are not. Nobody is able to receive our messages and we see that Ring Central app indicates that this message was not sent (there's a red note under the message).

The third is that personally I have created about 10 cases and every time I was told that somebody from Tier 2 - 3 - 4 or something will be calling me, but I never received a call back. That makes me think that Ring Central support does not care at all about that issue. Another thing is that when I was calling Ring Central support team regarding the case I have created, it was closed somehow like it was solved.

So Mr. Phong, I thing I gave you enough arguments to understand that these messages are not blocked from mobile carrier or some alien power. It's just a technical issue that Ring Central support can not understand how to deal with.

Phong, reaching out to you, as I consider you the authority on RC...hoping you can assist (level 2 and engineering depts haven’t been able to)

I’m NOT a developer, but AM an 11year RC superuser, so i speak with knowledge experience and understanding of the platform.

In a nutshell:

1.  i am the super-admin and designated operator “0” extension
2. previously (10+ yrs), no problem sending/receiving SMS from company main #, across all platforms

Today: I am still super admin and still operator assigned, but…

• on mobile/iPad (iOS 18/iPadOS), i am unable to use the company main # to send SMS
• i am restricted to using direct extension/additional assigned numbers 
• inbound SMS to main number -> view access only on mobile apps
• cannot reply (unless i start a new chat from one of the other numbers)
• the mobile apps do not respect the “outbound caller ID” rules per user/extension
• on web/desktop app, the previous functionality hasn’t changed.
• Yes, I’ve tried loggin out/in, clearing caches, deleting and re-installing apps, and some deep developer key press combos/repeats to send logs to devs as well

Truly bizarre behavior. I know I’m posting on an old thread, but this is kinda both a related and a new problem. 

Thanks!

So you have submitted a customer support ticket for this? If so, can you provide the case number?

This is not relating to app development nor the RingCentral platform. But let me try to understand what exactly going on from your side so I can try to help.

So as far as I understood from the above, you can receive inbound text messages to your mobile/iPad RC app, but you cannot start sending text messages from the mobile app, right? If so, is it because when you start a SMS chat, you cannot see the main phone number on the list?

The RC app on your desktop/Web browser works as expected, right? This means you can send/receive and start sending text messages from the app?

And finally, can you explain this “cannot reply (unless i start a new chat from one of the other numbers)”?

Phong,

Appreciate your time. Case number 26339898 sitting with Tier 3 Advanced Support Group… since November. 
to clarify a few things:

I am logged in to mobile/ipad/desktop apps as super-admin. I am assigned operator. Since 2014. 
• desktop: normal behavior. can send/receive SMS with main number 

• mobile (iOS 18): can view all company activity. Full admin privileges.
• For mobile SMS outbound, send but only from additional numbers I have. 
• For mobile SMS inbound- I can view all SMS, including SMS from desktop sent from main number.
• On mobile: I cannot reply to these incoming messages in the same thread. I have to reply by starting a new thread using one of the additional numbers I have. This doesn’t feel right with my customers.

• User setting for outbound SMS caller ID has drop down for the main number, but it always just reverts to the additional numbers  

• All possible solutions have been made- log out/in, clear cache, delete/reinstall. 
• The lack of parity between desktop and mobile makes no sense. 
screenshots attached 

thanks!!

Hi, ​@myobgyn, I went ahead and deleted the screenshots you attached since they contained personal information, which goes against our policy. Thanks for understanding! 😊
 

**also, I just sent you a DM. 

I’ve sent you an invite to RC team chat, please join so I can help you better via that conversation channel.

Where do I find that DM/Invite?

Thanks for your help, ​@PhongVu! 🙏🏼

BUMP… this issue persists (since November, now in 5th month). We need a response and a fix ASAP!