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

*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.

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As mentioned a couple of times in this thread, the https://status.ringcentral.com/ Uptime History is not accurate and as far as I am concerned, very deceptive. Either update the numbers for the uptime, including your outages correctly or remove that tab from the status page.

I’d like to know about the Uptime History page as well. This is a feature of the site we were directed to for information during an outage, but the standard status page shows one thing vs. an (evidently) internal page that shows something completely different. The dates change at the bottom of each column, but the data on both pages hasn’t changed since the outage began:

https://status.ops.ringcentral.com/

https://status.ringcentral.com/

Which is it?

The bottom one

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.

Here is the RCA
https://go.ringcentral.com/rs/075-DTB-715/images/RFO%20for%20INC%2043042_01222025.pdf?version=0

It is still saying that you have a 99.9998% phone uptime in the last 30 days and 99.9995% for RingCX. Pretty hard to stay at those exact same #’s pre-outage and post-outage considering how long everyone was affected on 1/22.

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.

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

Circling back!

A. I had to ask for compensation- It was not being offered to us, RC NEVER intended to offer unless asked. This is why my CSM has just disappeared.

Eventually I was offered a 20% off the previous months bill. That basically amounts to the $5.00 starbucks card. A more reasonable offer would be a year free of upgrade to the next tier licensing.
I had to show the RCA that I FOUND ONLINE to my salesperson and Customer Success Manger. To which, they successfully ghosted me.
1. They are saying that the RCA doesn't exist and I am looking at it. https://go.ringcentral.com/rs/075-DTB-715/images/RFO%20for%20INC%2043042_01222025.pdf?version=0
The RCA is available- but is not being published.
1. RC is not addressing this with any clear communication.
2. No serious plan for restitution.

Reading that link, states it was a 6 hour 45 minute outage when it was more than double that here with intermittent issues the next morning - We also just had a minor outage for about 10-15 minutes yet again

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

We are still waiting on the Root Cause Analysis. Would appreciate this being posted. I am not able to find anything on the dashboard.

Is service not restored yet?

What was this that was posted on the internet.? It's been over a week, how long does it take to get an RCA?

https://go.ringcentral.com/rs/075-DTB-715/images/RFO%20for%20INC%2043042_01222025.pdf?version=0

Thank you! It was restored but I have been checked the status site daily for the RCA. Looks like I need to become more familiar with where they post on their site. I appreciate the link!

I didn't receive this link from RC ( THE KEEP SAYING THAT IT DOESN'T EXIST)

This link I found on a RC Sub Reddit/ No Idea when RC will, if ever, actual communicate the RC. My CSM has even stopped responding to my requests/emails.

Has anyone received a credit on their account yet?

My account rep told me to call the customer success team, I waited on hold for 60 minutes before I hung up…

I have several support tickets created in the last week that have gone unanswered.

@BeckyH None of this gives me the warm and fuzzies… I just want a credit on my account and to know that this isn’t going to happen again.

Has anyone received a credit on their account yet?

My account rep told me to call the customer success team, I waited on hold for 60 minutes before I hung up…

I have several support tickets created in the last week that have gone unanswered.

@BeckyH None of this gives me the warm and fuzzies… I just want a credit on my account and to know that this isn’t going to happen again.

Hello @StephenC, I will review your tickets and make sure someone will reach out to you.

Has anyone received a credit on their account yet?

My account rep told me to call the customer success team, I waited on hold for 60 minutes before I hung up…

I have several support tickets created in the last week that have gone unanswered.

@BeckyH None of this gives me the warm and fuzzies… I just want a credit on my account and to know that this isn’t going to happen again.

Hello @StephenC, I will review your tickets and make sure someone will reach out to you.

Has anyone actually seen the “ Official RCA” from RC?

The only thing I found was the link I found on REDDIT

Has anyone actually receive communication period from their CSM?

Did anyone receive an account credit or any substantive conversation with anyone from RC?

Has anyone received a credit on their account yet?

My account rep told me to call the customer success team, I waited on hold for 60 minutes before I hung up…

I have several support tickets created in the last week that have gone unanswered.

@BeckyH None of this gives me the warm and fuzzies… I just want a credit on my account and to know that this isn’t going to happen again.

Hello @StephenC, I will review your tickets and make sure someone will reach out to you.

Has anyone actually seen the “ Official RCA” from RC?

The only thing I found was the link I found on REDDIT

Has anyone actually receive communication period from their CSM?

Did anyone receive an account credit or any substantive conversation with anyone from RC?

Hi @JBriggs, I just sent you a DM to assist you further with your concern.

Has anyone seen or found the official RCA (root cause analysis) for the outage? Not looking for the reddit link.

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