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

I agree with this poster 100%.  The lack of transparency is causing me to assume worst case scenarios.  There needs to be accountability for this horrific position you are putting your customers in!  Your lack of transparency in the cause, severity, and resolution timeline are not a good look for RingCentral.  

Tell your customers what is going on!

how much longer? any updates ?

I was made aware to contact our account manager for further assistance. If you don’t know who that is, Ms. Becky & Ms. Mary were extremely helpful in getting that information. I am still working on this, I’ll give you guys an update on this experience as it goes.

I’m told some updates are forthcoming. Again, when I have news I’ll update this thread. 

We are starting to slowly receive calls and can now make calls in Atlanta.

Back up in Kirkland, WA

Outgoing and incoming calls. 

Agreed. Can we please get an update on estimated restoration date or a temporary workaround solution?

DD doesn’t work for me, but texting is unaffected.

I am also in the healthcare space and also extremely frustrated. The last time this happened was about a year ago (though I do not think it was as widespread) and when I called my CSM on it, my account magically rotated to another person that only reaches out when he’s trying to sell me something… It’s not been great. 

I actually get the lack of live updates. Putting 1s and 0s on a page and doing a bunch of sys admin is boring because you’re trying to isolate an issue that may or may not be immediately solvable. I am sympathetic because this isn’t great for the people doing the work and no one is going to say thank you. That’s not fair, and I acknowledge that so thank you to those trying to solve this. 

At the same time, I pay for a service. I am not receiving that service and in my line of work, we only get paid for the service we provide. I’d like to think that extends here. 

Side note: the idea that the service uptime board is green today is at best disingenuous, at worst it’s lying. 

We now have intermittent service in Memphis but still can’t transfer to a cell phone. We are a 24-7 service business and at 5 pm CST we transfer the phone to a manager who will be on call overnight.

We need this to be fixed soon and hopefully intermittent service will eventually become full service.

Becky and Mary your CEO and management team need to know they blew this today. There was no communication from Ring and from what I can see on these threads many businesses are medical in nature. Asking us to use a message board to stay on top of your issues does not cut it when we are dealing with real life. 

Your concern isn’t being ignored, I assure you. 
I’ll come back with some updates on this and all the other items that we’ve heard from you. 
 

All of our call queue numbers are still down.  No incoming calls at all.

It is being ignored.  Your status update says... Hey reach out to us ... That is being time deaf to your customers...not acknowledging that we have NO WAY TO CONTACT YOU.  my customer success manager basically just stopped responding to my email and concerns...that's not very helpful.

Redundancy redundancy redundancy......where is the redundancy?   If you don't know what is wrong by now, and can't say..." This is what is wrong".

Have you been hacked?  Are we getting credits for you not meeting your service levels?   

Thanks for the update, Beck. We too like many others are extremely frustrated. We had a meeting with a Veteran today to sign him on for Care services and were not able to receive calls from his wife that they needed to reschedule our meeting. We drove over an hour to AND from his house which took time from our office and other essential operations. 

Ring Central has dropped the ball, and their lack of communication/customer support should be alarming to all users.

0/10 stars for Ring Central. 👎🏼

When your Service Status team can’t even get the link right.. 🤦‍♂️:

January 22, 2025
17:08:10 EST
RingCentral Operations teams are working towards a fix for this issue. We are aware of the outage, please monitor https://status.ringcentral.com/https://status.ringcentral.com/">https://status.ringcentral.com/> for additional updates.

All of my lines in multiple cities in Ohio and Michigan were out the entire afternoon. We provide fuel to emergency responders, and our services are particularly important currently as there have been many emergencies related to the extreme cold. This level of outage not only puts our business at risk but also negatively impacts our customers and the first responders in our communities.

Upon service restoration, RingCentral must provide us with a complete post mortem including root cause analysis that we can present to our customers, along with assurances that this will not ever happen again. I will have to either provide written evidence that my telecommunications vendor failed me due to extreme unforeseen circumstances that will be mitigated in the future or I will have to change providers.

Correction:

January 22, 2025 
17:18:33 ESTRingCentral Operations teams are working towards a fix for this issue. We are aware of the outage, please monitor https://status.ringcentral.com/ for additional updates.

I agree.  Our renewal is next month, and we will definitely be looking at other options.  It’s such a pain to convert, but we cannot do business like this.  We will also internally revamp our DR/BCP plan to include other alternatives.  We relied 100 percent on RingCentral's failover capabilities and have suffered for it.

The Idiocracy of phone service. 

Exactly.
My C level are asking why we have been down for so long when we signed up specifically for the uptime reliability of RC.

Wow, I've had Ring Central since 2016, and this has never happened before!

Unfortunately, we just renewed.  We too relied 100% on RC’s failover and look where it has gotten us!

The inability to contact support during this would be comical if it didn’t affect patient care for our organization. 
use the chat? Sure, but the chat was unresponsive and not working. 
call us? Sure, but all calls rang twice then went to busy signal. 
submit a ticket? Sure, only “a problem has occurred please use the chat” message was all that we would receive. 
I almost submitted a smoke signal, but that part of the portal wasn’t up. 
 

I would say “do better” but I know that’s not an option for Ring Central, so instead we get to bag on the support staff and our reps who MAYBE will get back to you, if they’re feeling up to it  

-Frank

Arizona is back up.

Let me say this: For those who haven’t thought outside of the box and seem to only function with a “landline” style phone system: Use your problem-solving skills here.  Your customers can’t reach you?  Did you update your website to include information regarding a temporary outage with your provider?  Did you add an email address or alternative way of reaching you?

My business doesn’t save lives, nor does it generate revenue, however the people we serve are quite demanding.  We immediately set all of our web based pages to provide alternative ways of reaching us as well as sent an eblast with this information.  Is it ideal?  No, but instead of coming to this platform and screaming about nobody can reach you, your clients think you went out of business...and on and on….be proactive. All you did was make it difficult for people like me to find the real RC updates.

All that to say, I am not the biggest fan of RC, but things happen and the unreasonable things I’ve seen posted here today make me worry about the fact that there aren’t very many critical thinkers these days.

​@Mary-Community_Moderator and ​@BeckyH do you have anything you can share regarding root cause? Potential restoration timeline? Any information is better than nothing.