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

Any updates?

Helpful, thank you

Are we going to be down going into business hours tomorrow?

While the lack of professionalism in the comments did not help anyone find information, I do not think that all types of businesses would be able to respond the way that you did. Our key customers always have other ways to contact our team (up to and including personal numbers) but our emergency 800 number is published. We have to guarantee SLAs for our customers, which means we have to choose vendors with similar SLAs. I think the lack of updates from RingCentral is what is really frustrating their users - it makes one think that they do not take this outage seriously. 

We sent text messages and emails to all of our team members and clients. We also have multiple ways to get in touch with us but most people use the phone, especially new inquiries and if the phone is not answered you have lost that potential customer. I have not seen many obnoxious messages. I have tried to keep my messages relevant and direct but not rude. I very much appreciate the Ring associates who are monitoring these boards and trying to answer questions. They were let down by their management team. To tell your customer to reach out by calling or using the chat service when you know it doesn’t work makes it much worse for front line support. In fact it usually leads to more aggressive responses from users.   

Someone asked if this issue would persist through tomorrow. When will we get a response to these comments?

I appreciate your thoughts and I hope it helps other admins serve their customers that are still in full panic mode.

Some of us have to tend to users and customers that still function in the "landline" day and age. A lot of our clients refuse to read their email unless they have a trusted person to advise them on what is real and what is a scam.

​​​​​​IMO, RingCentral has failed to provide updates of any substance in this major outage via email/webpage, nor provided any sort of workaround for the businesses that depend on "landlines" working.

​​​​​​As customers, we should not accept this sort of behavior from a company providing critical services.

Why why why are they still telling us to report a case, chat or call support?  None of these options are operational!

"You can also submit a case or contact customer care at support.ringcentral.com"

“Working hard to identify the root problem.” Almost 6 hours no business and we don’t even know what is causing this….

Hi ​@JenniferL, at this time, we don’t have a definitive answer on whether the service will remain down during business hours tomorrow. Our team is awaiting an internal update and will share more information as soon as we have it.

I hope it is understood well if the outage continues tomorrow. Our company as well as thousands will opt to switch providers… One day is one thing, but a multiple-day outage is unacceptable for a company of this size. 

I don't think ring central cares. They have such a large Market share, they don't care about service levels or customer service.   The arrogance of RC is on full display with no redundancy. 

6+ hours later and we are still unable to receive calls…

What a joke.

Is anyone up and running yet we still don't have any service or any clues to win we will have service unfortunately our business is very dependent upon 24-hour communication

We have locations nationwide with RingCentral and are still down. Not much of anything coming from our TAM and its concerning. I really don’t think they know what is causing this. To add insult they cannot forward numbers to other carriers, so we are stuck. 

Our system appears to be working at the moment. It’s off-hours so can’t test much, but main lines and my personal line are working. 

Our system seems to be working at the moment. i have been testing inbound and outbound calls for about 45 minutes with no interruption in service

I’m still down.  I’ve only been able to make 2 or 3 successful calls inbound.  The rest ring busy or drop.  And NOW we aren’t even getting the hourly updates - as repetitive as they have been lately.  🤷

I just received a customer call let's hope that the system stays up

I need to put my comments down as this becomes a serious scenario that showcases the Ringcentral incompetency.

I want to put the official status updates at the end of this comment as a record.

According to the official updates the calls went down around 1:30 PM and it was not until 9:30PM that Ringcentral implemented a fix. These time reflects slightly longer timer as my service start to get intermittent calls late afternoon, but not anywhere close to normal.

Any company that needs to take 8 hours to find out what went wrong needs to seriously re-think about what is acceptable or not. I am sure that Ringcentral will argue that their infrastructure is massive and takes time to isolate the problem.  The answer is that you grow your support team, especially the core technical/response group, so that when incidents like this happens you have different qualifying people looking at different sector of the infrastructure. Divide and conquer. That is management 101.

To give an example of modern complexity management, our core fiber that goes to the building near Time Square got cut by some DOT contractor and it took only took the carrier 6 hours to completely resolve the issue by dispatching their crew into a heavily congested place like that.

The second matter Ringcentral is response for: failure to prevent major outages like this. Yes there is always a bottleneck that you can not eliminate. We can only see more when the incident report comes out which leads to the third and final point

Utterly useless communication. Yes the community leaders have been professional as the other members pointed out. But the information provided were utterly useless as they do nothing but state that Ringcentral is aware of the issue. Are you seriously telling me that for 8 hours the people who are working on the incident can not give the community moderator a call, and for 5 minutes give a brief description of what happened? The cause is needed to properly estimate how long it will take to restore the service so we can plan accordingly on our end dealing with this outage. The customers are in the dark and it is a situation no one wants to be in.

Ring Central

It is greatly appreciated that the services are now coming back online and I'm sure that your internal teams have been working diligently to bring that about.

However, I think your customers now find themselves in a much more difficult position than the actual outage. We have no understanding of what caused the issue and therefore cannot do any risk mitigation planning if there is still a risk to service.

Contractually we have several federal government contacts that have very stringent business continuity plans and disaster recovery requirements. From the length of the outage and the fact that communications were non-existent for quite some time, it would seem that RingCentral does not have an effective business continuity plan or disaster recovery plan.

The issue this now poses for your customers, with government contracts, is we may not be able to continue using your services as we cannot ensure an end-to-end service delivery, as you are a 3rd party to the government contracts.

I would believe that all of your customers not only want to know what the root cause of the issue was but also what changes you will make to your business continuity and disaster recovery plan to ensure that your customers are able to have service and communications within a timely manner.

VLOPA Manager

Thank you

 Some very good problem-solving options

However, the issue is not all of us can redirect how people connect with the services they are consuming. Our service delivery is into some of the most vulnerable groups in society that already feel marginalised and simply do not cope well with change that makes them feel unsafe.

It may seem a small thing to redirect phone numbers or to give people other ways to contact you. Yet when you are dealing with people who have significant trust issues with authority, we are after all providing services for the government, they can be very distrustful of that change.

What is perhaps not realised by RingCentral is that those of their customers with government contracts have had to report the issue to the government contact point. They quite reasonably have asked what the cause is, when will it be resolved and why has the business continuity planning not worked.

And yes, we do have our own BCP in place however what we had not realised was that when RingCentral has an issue you can't step away from the service delivery.

We had in the past a provider before that would simply redirect the phone in the background to a different exchange and from a customer point of view there was no change however the infrastructure and call routing was completely different in their disaster recovery planning.

It is interesting to reflect that one of the key reasons that we chose to go to RingCentral was their service resilience and promoted business continuity. This unfortunately has not proven to be as exemplary as well as intoned in the sales process.

RingCentral I would request that to rebuild trust in your customer-base you are very transparent about the issue, the process to resolve it and the service improvement you are going to undertake to manage such an issue in the future.

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?