Phone keep losing service

Hi ​@ANayudu ,

Thanks for bringing this up and for sharing the troubleshooting steps you’ve already tried. Since this issue is affecting multiple clients across different locations and setups, it would be best to have our Partner Support team take a closer look.

Please reach out to Partner Support by calling 800-595-8110 or emailing Partners@ringcentral.com to open a ticket. They’ll be able to investigate further and provide direct assistance.

+1 For this issue.

We’ve had this issue for a while and it's getting worse and more frequent. RingCentral has not addressed this issue. We are using Mitel 6940 and 6940w phones and both have had the issue, but not all at the same time. Seems to have progressively gotten worse over the past month (RingCentral pushed out a firmware update in September) Nothing is pointing to Internet or connectivity issues on our end. I’ve confirmed 2 other organizations in our Town that use RingCentral and have had the same issues (the City and School District)

RingCentral needs to take this seriously.

Yes it has gotten worse for my clients as well. I have opened RingCentral support tickets but have not heard from them. The clients experiencing this issue repeatedly are also on the Mitel phones. 

I did have one client that were on Poly phones but the unassigning and reassigning worked on those. Now it is just the clients with the Mitel phones that continue to have the issue. 

I’m really sorry to hear you’ve been experiencing this issue as well. If you’re not a Partner, please DM me, and share your account details (or an open case ID, if available) so we can escalate this to our support team for a deeper review. We’ll ensure the right team looks into any possible link to the recent firmware update and provides you with an update as soon as possible.

Currently on the phone with RingCentral support, we are going to try to update firmware on a phone to test…..

Thank you for the update. Let us know how it goes. 😊

Well, at this stage they recommended against firmware updates, i sent several logs from our Mitel phones for their higher tier support to review. It sounds like they feel its a firmware bug/issue, but need to determine the cause before implementing a fix.

Thank you for all of the updates let us know how it turns out. 

Just an update….RingCentral once again is not making any progress and failing us. I have not gotten any updates apart from “sorry to hear its still happening” They claim they escalated to Tier 2, but I haven't heard from them. This issue is happening multiple times per day to our staff and its very impactful and frustrating.

I’m demanding escalation on this issue, and that a supervisor/manager be notified. This is ridiculous no progress has been made. I’ve confirmed this issue is happening to other organizations locally (our city and school district), as you have said ​@ANayudu  its happening to multiple clients and common theme is Mitel phones, they pushed out a firmware update Mid-September and the issue has gotten much worse, prior to that we saw the issue sporadically maybe once a month.

RingCentral needs to take this seriously and treat this like it is an outage for customers using Mitel phones. They need to implement a fix or roll back the firmware to a previous stable version. 

I purchased a Yealink T58W Pro and swapped out my phone with it today, guess what? I haven't received “No Service”….. but my coworker has gotten “no service” 3 or 4 times today.

I agree with the above statement. I my working with support they keep saying that we need to check the network but the network is not the issue. This needs to be addressed at a Higher level. I will be contacting my partner manager and reporting this as well.