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*Good morning - The RingCentral Operations teams implemented a fix last evening and internal metrics are suggesting service restoration as of this morning. We are maintaining the yellow status on our Status Site so as to not change it to green prematurely while still monitoring.

Our teams have monitored stability throughout last night into today. Please monitor the Status Site for additional updates or when a significant change in status occurs.


I know so many of you are frustrated and want answers - we will be providing a Root Cause Analysis in the coming days.
In the meantime, ​@Mary-Community_Moderator, my team, and I will begin the process of moving through our DMs and the Community Inbox to review your requests and get them in front of the right teams/people.
All that said, rest assured - no one will be lost in the mix. If you think you’ve fallen off the radar, all you need do is reach out to us via DM or at Community.Support@RingCentral.com 


 



Hey, Team!
We are aware that some customers are experiencing difficulties when attempting inbound and outbound calls. We acknowledge how inconvenient this is, but please know that our team is actively investigating the root cause and are working on the resolution.


We’ll keep this thread open for any updates or any concerns that you may have. You may also visit the RC Service Status Dashboard to get updates on the status of the ongoing issue.

We apologize for the challenges and assure you this is our top priority.

*Note: You can sign up for service status notifications: please click HERE to learn more.    

*We will be providing a Root Cause Analysis (RCA) once service has been restored. 

How long is this going to take to fix, I have calls being missed and that money, I need to know ASAP

 


A email to clients to make us aware of the issue should of been done. Do you understand?


How long is this going to take to fix, I have calls being missed and that money, I need to know ASAP

 

I understand and I will post here immediately upon the issue being resolved. 
The status site will be updated as well. 


A email to clients to make us aware of the issue should of been done. Do you understand?

I absolutely agree - I will share your concern with the team that manages those communications to remedy this.


Three medical clinics’ phone systems still down here in CA.

Messages on the status web site like these are not helpful when your customer support numbers are down as well!

“January 22, 2025 
11:42:51 PSTRingCentral Operations teams are performing mitigation steps for this issue and will provide the next update in 1 hour, or when a significant change in status occurs. If you are experiencing this issue, please reach out to customer care.

January 22, 2025 
10:52:57 PSTRingCentral Operations teams are investigating the issue and will provide updates as they become available. If you are experiencing this issue, please reach out to customer care. The next update will be provided in 1 hour or when a significant change in status occurs.

January 22, 2025 
10:43:08 PSTRingCentral Operations teams are investigating the issue and will provide updates as they become available. If you are experiencing this issue, please reach out to customer care. The next update will be provided in 4 hours or when a significant change in status occurs.”


Hey, Team!
We are aware that customers are experiencing difficulties when attempting inbound and outbound calls. We acknowledge how inconvenient this is, but please know that our team is actively investigating the root cause and are working on the resolution.


We’ll keep this thread open for any updates or any concerns that you may have. You may also visit the RC Service Status Dashboard to get updates on the status of the ongoing issue.

We apologize for the challenges and assure you this is our top priority.

How does Ringcentral plan on reimbursing its customers for time loss during the outages? This is indeed a very dangerous situation for any medical practice. As a private psychiatric clinic in Houston this is a HUGE liability. We are literally working with people who already have trust and abandonment issues. We also have to address serious situations from patients who are dealing with side effects or prevent life threatening situations from occurring. Patients aren’t even able to get our notice that our lines are down. 


The whole system seems to be broken.  If I call the support number the call never connects and then drops.  Chat doesn’t work very well if at all.

An Email or text to system admins would be very nice.

 


Hey, Team!
We are aware that customers are experiencing difficulties when attempting inbound and outbound calls. We acknowledge how inconvenient this is, but please know that our team is actively investigating the root cause and are working on the resolution.


We’ll keep this thread open for any updates or any concerns that you may have. You may also visit the RC Service Status Dashboard to get updates on the status of the ongoing issue.

We apologize for the challenges and assure you this is our top priority.

How does Ringcentral plan on reimbursing its customers for time loss during the outages? This is indeed a very dangerous situation for any medical practice. As a private psychiatric clinic in Houston this is a HUGE liability. We are literally working with people who already have trust and abandonment issues. We also have to address serious situations from patients who are dealing with side effects or prevent life threatening situations from occurring. Patients aren’t even able to get our notice that our lines are down. 

Sara, I can’t speak to this issue currently. I would recommend following up with your account manager. 
If we can help you to identify them, please do reach out to Mary or myself. 


RingCentral support number is not working also? 


​@gking07 ​@EPSokolow 
Support, as you might imagine is overwhelmed by the volume of calls and chats. 
We’ll keep sharing in this thread when we have updates for you. 
 


Hey, Team!
We are aware that customers are experiencing difficulties when attempting inbound and outbound calls. We acknowledge how inconvenient this is, but please know that our team is actively investigating the root cause and are working on the resolution.


We’ll keep this thread open for any updates or any concerns that you may have. You may also visit the RC Service Status Dashboard to get updates on the status of the ongoing issue.

We apologize for the challenges and assure you this is our top priority.

How does Ringcentral plan on reimbursing its customers for time loss during the outages? This is indeed a very dangerous situation for any medical practice. As a private psychiatric clinic in Houston this is a HUGE liability. We are literally working with people who already have trust and abandonment issues. We also have to address serious situations from patients who are dealing with side effects or prevent life threatening situations from occurring. Patients aren’t even able to get our notice that our lines are down. 

Sara, I can’t speak to this issue currently. I would recommend following up with your account manager. 
If we can help you to identify them, please do reach out to Mary or myself. 

I would greatly appreciate that.


“If only I had known.”

I’ve only been with RingCentral for 60 days. Is this to be expected in the future? Anyone know if this has ever happened before?

 

It would be helpful to know what the issue is so we can make other arrangements if need be. Any timeline would be helpful.

 

We need information!!!!


Following 


STATUS REQUESTED ASAP!

We have Medical (life/death) clientele without ANY recourse to forward to outside lines.

This is a COLOSSAL failure of contingency planning and recovery.
 

It is 15:28 EST January 22, 2025, and there has been NO UPDATE. It is now 1h 45m since last update.

On https://status.ringcentral.com/, it was stated:
January 22, 2025 
14:42:51 EST
RingCentral Operations teams are performing mitigation steps for this issue and will provide the next update in 1 hour, or when a significant change in status occurs. If you are experiencing this issue, please reach out to customer care.

I hope that RC realizes that because of these errors there are people (and animals, we have veterinary clinics) who are at SIGNIFICANT RISK of harm because their entire communication system is down.

We understand you are attempting to mitigate issues, but timely status should your PRIMARY goal at this point. Please relay that to your superiors.

Sincerely,


“If only I had known.”

I’ve only been with RingCentral for 60 days. Is this to be expected in the future? Anyone know if this has ever happened before?

 

It would be helpful to know what the issue is so we can make other arrangements if need be. Any timeline would be helpful.

 

We need information!!!!

We have had Ring Central for 2 years and have never experience any issues in the past.


Has anyone heard what might be causing the outage and has anyone received an estimated time to restore from Ring Central?


“If only I had known.”

I’ve only been with RingCentral for 60 days. Is this to be expected in the future? Anyone know if this has ever happened before?

 

It would be helpful to know what the issue is so we can make other arrangements if need be. Any timeline would be helpful.

 

We need information!!!!

     No to should you expect this, Been using Ring Central for 2 years and this is the first significant outage I’ve ever experienced.  Others have always been minor.


Has anyone heard what might be causing the outage and has anyone received an estimated time to restore from Ring Central?

Nothing yet.


Dear RingCentral Operations Team,

I’m writing to express our serious concern about the lack of notification regarding the service downtime. If we had been informed in advance, we could have at least managed call forwarding to avoid disruption. Currently, our main company number is not working, and this oversight is directly impacting our business operations.

Given the current Toronto temperature of -9°C, our customers are urgently calling to get their heating systems fixed, yet we are unable to identify or respond to incoming calls. This has led to significant frustration among our sales team, service technicians in the field, and, most importantly, our customers.

This situation is unacceptable as it not only affects our reputation but also disrupts the essential services we provide. I urge you to address this immediately and ensure proper communication protocols are in place to prevent such incidents in the future.


My Customer Success Manager said- Reach out to support to log the outage.  HOW!  Support phones dont work-  CHAT is down.  HOW AM I SUPPOSED TO HAVE MY OUTAGE LOGGED. 

 

WHY ARE CALLS TO SUPPORT NOT BEING ROUTED TO A FUNCTIONAL CALL CENTER? 

WHY IS THERE NOT ANY BUILT IN - NOTIFICATION AND ROLL OVER TO A FUNCTIONAL CENTER> 

 

This is just the worst customer service ever.  You keep say 99% uptime.  Well that has to be an absolute lie, otherwise you would have mitigation built into to avoid these outages. 


Dear RingCentral Operations Team,

I’m writing to express our serious concern about the lack of notification regarding the service downtime. If we had been informed in advance, we could have at least managed call forwarding to avoid disruption. Currently, our main company number is not working, and this oversight is directly impacting our business operations.

Given the current Toronto temperature of -9°C, our customers are urgently calling to get their heating systems fixed, yet we are unable to identify or respond to incoming calls. This has led to significant frustration among our sales team, service technicians in the field, and, most importantly, our customers.

This situation is unacceptable as it not only affects our reputation but also disrupts the essential services we provide. I urge you to address this immediately and ensure proper communication protocols are in place to prevent such incidents in the future.

Nicely said, RC what are we doing about this? 


“If only I had known.”

I’ve only been with RingCentral for 60 days. Is this to be expected in the future? Anyone know if this has ever happened before?

 

It would be helpful to know what the issue is so we can make other arrangements if need be. Any timeline would be helpful.

 

We need information!!!!

This is SO rare. Truly. I have been at RingCentral for 6 years and can’t count on my hand the number times this has happened. 

Please stick with us - we’re working tirelessly to resolve this. 

 


There is no way to get a hold of customer support. I tried support chat, phone call and due to technical issues I can’t get a hold of anybody. My business is being affected! There should be a way to communicate with tech support. When is this issue resolved. 

 

 


Another update- the same message,  It says to reach out to support.  DO THEY KNOW THAT WE CAN”T GET AHOLD OF SUPPORT BY ANY MEANS?   The message is aggravating because it looks like the team sending the update has no IDEA that we CAN”T CALL OUR SUPPORT, CHAT WITH SUPPORT OR EVEN OPEN A CASE. 

 

NOTHING WORKS.  STOP TELLING US TO REACH OUT TO YOU, BUT NOT GIVING US A WAY TO REACH OUT THAT IS FUNCTIONING

 


We noticed the outage 30 minutes before any of the notifications came out. We are a corporate travel agency and are knee deep in winter weather. Customers depend on us to assist with their corporate travel arrangements, flight delays, and flight cancellations. We do have our own contingency plan thank goodness, because this 2 hour outage is unacceptable. There has to be different platforms Ring can run on or bounce to when an outage occurs so the customers do not feel it. In addition, there should be a way to put a message on our system advising of the outage, but a fast busy ring.. that doesn't cut it..

 


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