*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.
We’ve been with Ring Central for YEARS and minimal problems have happened. I understand that technology isn’t perfect and sometimes it fails so I try to be understanding and not flip out and start bashing, however, the fact that we were completely unaware and found out about the outage from a patient is unacceptable, not in this age of mass communication abilities. I also understand that customer service is overwhelmed but not being able to even start a chat & report the outage is also unacceptable. Nothing happens when I clicked the Chat button.
Anyone know if turning on forwarding to a personal cell would work?
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?
I am looking into this with leadership.
I’ll update you on this when I have further details.
We’ve been with Ring Central for YEARS and minimal problems have happened. I understand that technology isn’t perfect and sometimes it fails so I try to be understanding and not flip out and start bashing, however, the fact that we were completely unaware and found out about the outage from a patient is unacceptable, not in this age of mass communication abilities. I also understand that customer service is overwhelmed but not being able to even start a chat & report the outage is also unacceptable. Nothing happens when I clicked the Chat button.
We’re aware that folks aren’t getting through to support.
They are swamped. This is why I’m encouraging people to stick close to Community. We’ll be sure to update as soon as we have new info.
Latest status:
January 22, 2025
15:38:08 EST
RingCentral Operations teams are continuing to perform troubleshooting 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 will note for the record, we have been with RC for over 10 years and this sort of multiple-hour, most/all clients outage has never happened to us before (based in Michigan).
However, this is still a COLOSSAL failure on RC’s part, and needs both better status communication & timely contingency planning.
Anyone know if turning on forwarding to a personal cell would work?
I tried that - It doesn't work- The call never connects with your ph # to be forwarded.
If our Operations Department is unable to answer calls due to service issues, we will be held accountable to our board,
Do you want your services to be the reason we face job losses or jeopardize our positions? If not, I urge you to resolve these issues immediately before the situation escalates further.
This matter is critical, and we expect your immediate attention and resolution.
Anyone know if turning on forwarding to a personal cell would work?
I tried that - It doesn't work- The call never connects with your ph # to be forwarded.
ok, appreciate the comment back. thank you
Latest status:
January 22, 2025
15:38:08 EST
RingCentral Operations teams are continuing to perform troubleshooting 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 will note for the record, we have been with RC for over 10 years and this sort of multiple-hour, most/all clients outage has never happened to us before (based in Michigan).
However, this is still a COLOSSAL failure on RC’s part, and needs both better status communication & timely contingency planning.
I have engaged with my leadership team regarding comms and will provide updates about this when I have them.
If our Operations Department is unable to answer calls due to service issues, we will be held accountable to our board,
Do you want your services to be the reason we face job losses or jeopardize our positions? If not, I urge you to resolve these issues immediately before the situation escalates further.
This matter is critical, and we expect your immediate attention and resolution.
Clearly, we do not want this.
I hope you can understand how hard our teams are working on this side of things to address this outage.
Keep a hard line or cell phone for your primary number, forward it to your ring main line. I know this is little help now but as soon as I heard of the outage, I pulled my phone forwarding off and am still rolling. There were 4 times last year I had to do this, so yes, it’s getting more common. This is the worst so far. Customer service will be useless and tell you to fill out a form and you might get a couple dollars back.
RingCentral support number is not working also?
Nope they are not working. I had to reach out to Ms. Mary and Ms. Becky in a private message to get our account manager information to try to get reimbursement for services not rendered.
Anyone know if turning on forwarding to a personal cell would work?
No it has not worked. I’ve called our line after making this change and my other employees as well. And the line doesn’t even ring. There is just silence.
So the system has now been down for almost three hours. The biggest problem right now is there have been no actionable updates from Ring Central. If it was a technical issue or equipment failure Ring would already know as well as being able to provide us the customer with some sort of timeline for a fix.
I lean toward Ring being hacked. This could mean we won’t be back up for days, weeks or months.
Who knows? Obviously not Ring.
Anyone know if turning on forwarding to a personal cell would work?
No it has not worked. I’ve called our line after making this change and my other employees as well. And the line doesn’t even ring. There is just silence.
Thank you. Bummer
We’ve been with Ring Central for YEARS and minimal problems have happened. I understand that technology isn’t perfect and sometimes it fails so I try to be understanding and not flip out and start bashing, however, the fact that we were completely unaware and found out about the outage from a patient is unacceptable, not in this age of mass communication abilities. I also understand that customer service is overwhelmed but not being able to even start a chat & report the outage is also unacceptable. Nothing happens when I clicked the Chat button.
Their customer service phone number isn't working either. Their website updates say to contact customer support if we are experiencing the issue, but we cant actively chat with anyone or call their number. Even if we have to wait on hold, that is better than turning your phone off to your customers.
So the system has now been down for almost three hours. The biggest problem right now is there have been no actionable updates from Ring Central. If it was a technical issue or equipment failure Ring would already know as well as being able to provide us the customer with some sort of timeline for a fix.
I lean toward Ring being hacked. This could mean we won’t be back up for days, weeks or months.
Who knows? Obviously not Ring.
man we do not want that !
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 are keeping an eye on the problem via your website, but you’re service lines are down as well. this is the only link we have to keep in touch with you. From Canton NY.
As other customers have noted, we cannot get in via the support phone number to report our outage. Is the support number using the RC/CC system? If so, that probably explains why it is down. :(
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 are keeping an eye on the problem via your website, but you’re service lines are down as well. this is the only link we have to keep in touch with you. From Canton NY.
But I’m here! And @Mary-Community_Moderator too.
I promise I will share updates when I get them!
What is the cause of the outage? Why is it taking so long? Can we please get some sort of update on this and an actual ETA.
We’ve been with Ring Central for YEARS and minimal problems have happened. I understand that technology isn’t perfect and sometimes it fails so I try to be understanding and not flip out and start bashing, however, the fact that we were completely unaware and found out about the outage from a patient is unacceptable, not in this age of mass communication abilities. I also understand that customer service is overwhelmed but not being able to even start a chat & report the outage is also unacceptable. Nothing happens when I clicked the Chat button.
Their customer service phone number isn't working either. Their website updates say to contact customer support if we are experiencing the issue, but we cant actively chat with anyone or call their number. Even if we have to wait on hold, that is better than turning your phone off to your customers.
We didn’t turn anything off, I assure you.
The lines are swamped.
That’s why I’m recommending folks stay connected here.
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 ESTRingCentral 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,
The fact that we have been getting POSTPONED system update emails, but no email to notify us of outages. Having to find out through patient text messages our phones are not working makes US, the offices, look unprofessional. Why doesn’t ring central have other servers to back-up in case of this kind of emergency? Where quite possibly lives could be at stake. Was this due to the POSTPONED system update?
So the system has now been down for almost three hours. The biggest problem right now is there have been no actionable updates from Ring Central. If it was a technical issue or equipment failure Ring would already know as well as being able to provide us the customer with some sort of timeline for a fix.
I lean toward Ring being hacked. This could mean we won’t be back up for days, weeks or months.
Who knows? Obviously not Ring.
I am working to get a real update from our internal teams.
Standby - I promise I am working on your behalf internally!
What is the cause of the outage? Why is it taking so long? Can we please get some sort of update on this and an actual ETA.
When I have one, I’ll post in this thread.
Please know we’re still working to resolve.
