Phone keep losing service

​@Espo,

Thank you for the update. I’ll be escalating this matter to our Executive Response Team to ensure it receives the attention it deserves.

Please send me a direct message with your account details (company name and contact email) so we can continue monitoring your case and coordinate updates more closely.

Thank you for your patience while we work to get this resolved.

Thanks for sharing your feedback as well, ​@ANayudu please continue working with your Partner Manager to ensure you’re receiving the proper assistance and that your case is handled with the right level of attention.

We do not have Mitel, we have the Yealink desk phones and headsets, and experience multiple dropped calls daily.  We have checked out connections and everything on our end, sent in multiple examples under the case and I have yet to hear anything back from them.  I continue to send in examples and no response at all since the initial ask for details of calls to be sent.  We have had nothing but issues since going live in January and to the point our board is ready to take legal action.  The amount of calls we have to attempt to reach patients is ridiculous and time consuming.  We were promised “white glove” service we paid for and yet our CSM hasn’t reached out since asking to meet on October 15th, a date he provided, and he never set up the meeting.  The customer service, technical service is nothing what we were promised during the sale of the system.  Last major issue took us 4 months to resolve, and we ultimately lost revenue due to their lack of follow through and taking these issues serious.

With the Yealink. Have you tried unassigning and reassigning the phones to the users. I would try with one user. In the Admin Portal go to the user then devices then change the device to the RingCentral app and save then go back in and reassign the phone that was originally used. Have the use test if this works do this to the rest of the phones. 

Hi ​@cchristensen, please send us a DM with your contact details and any related ticket or case numbers so we can check this for you right away. Thanks!

Have you received any updates from Ring Central on the “no service” issue? We have hundreds of MiTel 6940 phones at several different locations with different ISPs going in and out of service. I’ve opened several tickets with Ring Central where I was informed that it was a network issue. Ring Central support didn’t seem to be aware of this issue even though it appears that many other customers are experiencing these issues. This issue is definitely not network related and we need to find a solution to this ASAP. 

I am working with Tier 2 support to get to tier 3 and hopefully the Mitel engineers that they work with. Will update here when I know more. 

Thanks for the update, ​@ANayudu. We really appreciate you keeping us in the loop!

​@ANayudu ​@ShaunJ.90   An update, I’ve been working with several different people from Tier3 support and their executive response team. We’ve definitively ruled out any network/firewall issues as the new Yealink has  no issues, and we’ve had the “no service” issue when sending a phone home with a staff member that works remote. They are stopping all network troubleshooting and are engaging with Tier 3 product/platform with Mitel to determine if its a possible Firmware/Device bug.

They are testing rolling us back to a prior firmware (prior to the June 2025 firmware update), we are going to do it on a single phone to test and then if all is well downgrade to the rest of our phones until a fix is implemented.

I Implored RingCentral to stop gaslighting customers in to thinking the issue lies with their network/firewall, we’ve proven that its 100% NOT a network issue. My advice is don't accept the Tier 1 and 2 responses. I had to pushback on Tier 1, Tier 2, Tier 3 when they went to Mitel and Mitel came back with “it seems like a network/firewall issue” then i pushed back to another Tier3 until i was escalated to their Tier3 Network/QOS analyst.

For all your tickets, have them reference our Case# 29565861, that should reflect all of time I’ve been going back and forth with RingCentral on this issue, and they’ll be able to skip the B.S.

thank you for this information.