🎙️Update 1/23/2025 🚨  RingCentral Service Update: Calling-Inbound & Calling-Outbound 🚨 

So while I am required to remain on-call with Microsoft 24/7 until a Class A (business outage) ticket is resolved, RingCentral, as of this timestamp, has only this update:

January 22, 2025 
22:59:31 ESTRingCentral Operations teams have implemented a fix and internal metrics are suggesting service restoration. Teams will continue to monitor for stability throughout the night into the next business day. Please monitor this site for additional updates, which will be shared in the morning of January 23rd or when a significant change in status occurs.

And RingCentral has a disaster recovery team that gets to pack it in at 23:00 EST?

And we, all RC partners, are left holding the bag, without ANY information to relay to our customers, other than “It’s working now..”?!!

(Sounds like a nice gig to basically be allowed to go home when you’re tired after what seems to be the most significant outage in your company’s history.. 😒)

I’m asking Community Moderators to make it as clear as possible to their bosses to expedite whatever process is necessary to GET USEFUL INFORMATION TO THEIR RC PARTNERS ASAP, because now we have to EXPLAIN and SALVAGE what reputation we have left with them in regards to their communications service.

Do Better.

• Since we were down for half a day through our closing time without any ability to call out or have calls come in including faxing, how will we be notified of the Root Cause Analysis (RCA) and what are the future steps to build in redundancies?
• In the future, better notification to businesses that an outage has occurred is needed. We also were dealing with weather and phone service was essential. This outage caused a significant disruption to our ability to operate.  
• Will any compensation be given? 

They won't compensate unless you ask. I asked my CSM.  I'm sure I'll get a 5$ coupon of some sort.  

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 COMING DAYS-  SERIOUSLY-   Don’t RUSH /s

We want to provide you with the correct information and it takes time to ensure we have an understanding of what has transpired. Let us do the work so we can report back to you.

That’s not true.
If you aren’t getting what you need, please circle back with me. 

We are cautiously optimistic that the issue is resolved. Please see my update to the thread. 

We are cautiously optimistic that the issue is resolved. Please see my update to the this thread. 

I am sorry BeckyH, if at this point, almost 24 hours since the incident first happened, the community manager still does not understand what exactly happened, then we have another problem.

We are still experiencing issues with receiving calls in our National Call Center.  This is extremely frustrating to say the least - this is effecting our customers and sales.  We need to know why this issue is happening - and whether we should continue to use RingCentral.

We are now experiencing issue again with RC. Employees are being logged out sporadically while working and cannot utilize MAX. At least I got an notification via email this time but 24 hours for this is a getting out of control. I call customer support, go through IVR and  I connect to dead air. Had to submit  ticket online, which was at least working today. 

Definitely not fixed, our phones are still down. This means our patients can’t get the appointments, followup and notifications they need and this costs us dearly for every patient that can’t make an appointment.

If the “fix” is in place when can we expect our phones to work?

We’re truly sorry for the ongoing issue with your phones and the impact on your patients and business. The fix has been implemented, but it may take some time to fully stabilize, and our team is closely monitoring the situation.

Thanks Stacey and I appreciate your reply. I am sure there is frustration on both the customer and employee’s side of this issue

​@Stacey J , we are aware of the issue currently affecting our RingCX customers, and our teams are actively investigating this latest outage to resolve it as quickly as possible. We understand that a 24-hour timeframe feels excessive, and please rest assured that restoring full functionality is our highest priority.

Moderators, 
Where is the status and updates that were promised?

As this thread continues to highlight, and can be seen in RC’s own status of yellow exclamations ACROSS THE BOARD in the attached cap, THERE IS STILL AN ONGOING CRISIS and YOU’RE NOT BEING FORTHCOMING IN THE STATUS of this outage:

It is 12:08p EST which in my timezone indicates it is now the afternoon.

Kindly remind your colleagues that they are failing in their commitments and continue to degrade your company’s reputation.

Timeliness would go a long way towards restoring that reputation. It’s a simple ask.

Moderators, 
Where is the status and updates that were promised?

As this thread continues to highlight, and can be seen in RC’s own status of yellow exclamations ACROSS THE BOARD in the attached cap, THERE IS STILL AN ONGOING CRISIS and YOU’RE NOT BEING FORTHCOMING IN THE STATUS of this outage:

It is 12:08p EST which in my timezone indicates it is now the afternoon.

Kindly remind your colleagues that they are failing in their commitments and continue to degrade your company’s reputation.

 

Timeliness would go a long way towards restoring that reputation. It’s a simple ask.

Hi ​@SCS-Matt, 

Becky updated the original message of this thread earlier this morning and explained why the status site has not been updated. I understand that it’s been difficult to notice new updates in this thread due to the overwhelming number of comments. I’ve taken a screenshot to make it easier for you to review.

Let me know if you need anything else!

Moderators, 
Where is the status and updates that were promised?

As this thread continues to highlight, and can be seen in RC’s own status of yellow exclamations ACROSS THE BOARD in the attached cap, THERE IS STILL AN ONGOING CRISIS and YOU’RE NOT BEING FORTHCOMING IN THE STATUS of this outage:

It is 12:08p EST which in my timezone indicates it is now the afternoon.

Kindly remind your colleagues that they are failing in their commitments and continue to degrade your company’s reputation.

 

Timeliness would go a long way towards restoring that reputation. It’s a simple ask.

Hi ​@SCS-Matt, 

Becky updated the original message of this thread earlier this morning and explained why the status site has not been updated. I understand that it’s been difficult to notice new updates in this thread due to the overwhelming number of comments. I’ve taken a screenshot to make it easier for you to review.

Let me know if you need anything else!

 

 

So we were directed to the status page to watch for status updates about this horrible failure on RingCentral’s part.  We should not have to now go to this page and read a Sticky from a Moderator to find out why there hasn’t been a single update on the status page for over 12 hours.

On another note, the Uptime History tab on the status page is a complete joke.

Moderators, 
Where is the status and updates that were promised?

As this thread continues to highlight, and can be seen in RC’s own status of yellow exclamations ACROSS THE BOARD in the attached cap, THERE IS STILL AN ONGOING CRISIS and YOU’RE NOT BEING FORTHCOMING IN THE STATUS of this outage:

It is 12:08p EST which in my timezone indicates it is now the afternoon.

Kindly remind your colleagues that they are failing in their commitments and continue to degrade your company’s reputation.

 

Timeliness would go a long way towards restoring that reputation. It’s a simple ask.

Hi ​@SCS-Matt, 

Becky updated the original message of this thread earlier this morning and explained why the status site has not been updated. I understand that it’s been difficult to notice new updates in this thread due to the overwhelming number of comments. I’ve taken a screenshot to make it easier for you to review.

Let me know if you need anything else!

 

 

So we were directed to the status page to watch for status updates about this horrible failure on RingCentral’s part.  We should not have to now go to this page and read a Sticky from a Moderator to find out why there hasn’t been a single update on the status page for over 12 hours.

On another note, the Uptime History tab on the status page is a complete joke.

 

I have to agree with you Matt, don’t direct us there if nothing is going to be updated. My ticket this morning got the same response as yesterday, “We are experiencing an outage that is causing some inbound and outbound calls to fail. Getting your service restored is our #1 priority at this time. Our engineers are working hard to identify the root cause and resolve the situation. We will share a Root Cause Analysis (RCA) once the service is fully operational. Please monitor this site for additional updates: https://status.ringcentral.com/.”

Posting anything there would great so users know the issue/fixes are working or not.

Moderators, 
Where is the status and updates that were promised?

As this thread continues to highlight, and can be seen in RC’s own status of yellow exclamations ACROSS THE BOARD in the attached cap, THERE IS STILL AN ONGOING CRISIS and YOU’RE NOT BEING FORTHCOMING IN THE STATUS of this outage:

It is 12:08p EST which in my timezone indicates it is now the afternoon.

Kindly remind your colleagues that they are failing in their commitments and continue to degrade your company’s reputation.

 

Timeliness would go a long way towards restoring that reputation. It’s a simple ask.

Hi ​@SCS-Matt, 

Becky updated the original message of this thread earlier this morning and explained why the status site has not been updated. I understand that it’s been difficult to notice new updates in this thread due to the overwhelming number of comments. I’ve taken a screenshot to make it easier for you to review.

Let me know if you need anything else!

 

 

Respectfully, ​@Mary-Community_Moderator , I find your screen cap EXTREMELY condescending.

YOUR COMPANY’S TEAM posted the status indicating where to look for status. We, as your RC Partners, SHOULD NOT HAVE TO LOOK IN MULTIPLE PLACES TO FERRET OUT INFORMATION. Full stop.

This is NOT a problem on my part, where I should suddenly look back at the starting sticky post to find updates, which again tells us nothing other than, “Wait and see. Contact us if you want.”

As someone with 30 years of SMB IT customer support experience and 13 years of affiliation with RC, I can tell you that your glib, scolding response was inadequate.

Has RC resumed normal support channel function? Do you know if our CRM will answer our contacts? How will we know? Check Reddit? Check 3rd party monitoring sites? Because throughout the entire crisis yesterday NONE of RC’s support channels were available.to us. For the record, you and your colleague moderators TOLD US NOT TO, that we should contribute

This is not some World of Warcraft chat board, this is our livelihood. Your company includes in its fees SUPPORT and access to (assumed) timely status and information. What are we paying for?

How much time do you expect me to not only placate my customers but chase after your company’s incompetence to discern what happened in ANY sort of detail. 

Let’s be simple: What does RC expect us to say to our RC customers now that we’re 24h past the start of this historic collapse? Nothing? There is NO detail other than “a fix was implemented” and “RCA will be forthcoming in the days ahead..” and “We want to get it right..” 

It’s absurd that we have to explain this to you. 

And again I ask (for everyone here): What is the BASIC SUMMARY of the issue that resulted in a nearly 9h (and counting for some) outage for what seems to be your Americas clientele?

TBH, you and your company are making it truly difficult to trust anything you're conveying since you’re not truly answering questions in any sort of transparent or forthcoming way.

If there is a fix in place, do we have an ETA on when phones will be back up? They have been down for over 24 hours for us and we have no way of answering or being in contact with our customers. 

Moderators, 
Where is the status and updates that were promised?

As this thread continues to highlight, and can be seen in RC’s own status of yellow exclamations ACROSS THE BOARD in the attached cap, THERE IS STILL AN ONGOING CRISIS and YOU’RE NOT BEING FORTHCOMING IN THE STATUS of this outage:

It is 12:08p EST which in my timezone indicates it is now the afternoon.

Kindly remind your colleagues that they are failing in their commitments and continue to degrade your company’s reputation.

 

Timeliness would go a long way towards restoring that reputation. It’s a simple ask.

Hi ​@SCS-Matt, 

Becky updated the original message of this thread earlier this morning and explained why the status site has not been updated. I understand that it’s been difficult to notice new updates in this thread due to the overwhelming number of comments. I’ve taken a screenshot to make it easier for you to review.

Let me know if you need anything else!

 

 

Respectfully, ​@Mary-Community_Moderator , I find your screen cap EXTREMELY condescending.

YOUR COMPANY’S TEAM posted the status indicating where to look for status. We, as your RC Partners, SHOULD NOT HAVE TO LOOK IN MULTIPLE PLACES TO FERRET OUT INFORMATION. Full stop.

This is NOT a problem on my part, where I should suddenly look back at the starting sticky post to find updates, which again tells us nothing other than, “Wait and see. Contact us if you want.”

As someone with 30 years of SMB IT customer support experience and 13 years of affiliation with RC, I can tell you that your glib, scolding response was inadequate.

Has RC resumed normal support channel function? Do you know if our CRM will answer our contacts? How will we know? Check Reddit? Check 3rd party monitoring sites? Because throughout the entire crisis yesterday NONE of RC’s support channels were available.to us. For the record, you and your colleague moderators TOLD US NOT TO, that we should contribute

This is not some World of Warcraft chat board, this is our livelihood. Your company includes in its fees SUPPORT and access to (assumed) timely status and information. What are we paying for?

How much time do you expect me to not only placate my customers but chase after your company’s incompetence to discern what happened in ANY sort of detail. 

Let’s be simple: What does RC expect us to say to our RC customers now that we’re 24h past the start of this historic collapse? Nothing? There is NO detail other than “a fix was implemented” and “RCA will be forthcoming in the days ahead..” and “We want to get it right..” 

It’s absurd that we have to explain this to you. 

And again I ask (for everyone here): What is the BASIC SUMMARY of the issue that resulted in a nearly 9h (and counting for some) outage for what seems to be your Americas clientele?

TBH, you and your company are making it truly difficult to trust anything you're conveying since you’re not truly answering questions in any sort of transparent or forthcoming way.

Mary is not being condescending - I understand that there are some concerns we are going to have to address in an effort to regain your trust and I am working with internal teams as best I can to ensure that we are providing up to date information. 
The Status Site has been updated regarding uptime. 
I misinterpreted your referring to you being a partner as you being a reseller. Apologies. 
 

Can you ping me with your account info either by DM or in the Community Inbox so I can see what’s happening with your explicit account. 
Commuity.Support@RIngCentral.com 

Looks like all in and out bound calls are now working as status page

And where is the Root Cause Analysis and preventive steps being put in place so this does not happen again? It’s been 2 days so maybe I missed it. Would be nice if you sent an email out to everyone with that information like you do for planned outages. These unplanned and prolonged outages during the middle of the day are more of a concern.