Phone keep losing service

​@ANayudu  One thing that was discussed with their Tier3 network/QOS person: I asked if the Yealink is using a different protocol (UDP) vs. the Mitel using TCP and that's where the issue is stemming from? If that's the case it makes me wonder if the Mitel/RingCentral integration has been problematic from the beginning.

The local school district Network Engineer had told me they’ve had no service issues since they migrated to RingCentral, but it was random and not very often, so they chocked it up to internet or a one-off issue.

My gut tells me this issue has been there from the beginning and only come to the surface in the recent September firmware update where it got much worse. If I’m Mitel, I’d look at how Yealink or Poly is implementing their protocols and integration with RingCentral, then determine why they are not having these same issues as Mitel Phones.

Thanks for the update! On my latest ticket I was still informed that it was an issue with our network and that no other customers were having this issue, even though I could recreate this on my home network. Hopefully the previous firmware resolves things until they can implement a fix. I will reference that ticket number in my response. 

Appreciate the update here - and great recommendation to share your case number to associate other cases that are experiencing the same issue. 

I will say, we aren’t in the practice of gaslighting. If you run into another situation like this, please feel free to reach out to this team and we’ll be glad to assist in escalating.
The Community team is always glad to help. 

Another Update. We’ve been monitoring for the past few weeks and the “No Service” issue has not surfaced on the phone with the rolled back firmware NOR any other phones. I’ve confirmed with the local school district that they have not had the issue either. Seems to me RingCentral fixed/patched something on their end as the timing was too coincidental that i’m working with their Tier3 and executive response teams and as we begin to test the issue is mysteriously gone.

Moving forward we will monitor and leave the one phone on the rolled back firmware

Curious if any others have noticed the issue to go away past couple weeks?

We have noticed that as well just as the Teir 3 were rolling one phone back on two of my clients as well. 

Thank you for the additional update. We haven’t seen the issue for a few weeks on our side either. We haven’t made any changes to any of our phones or our network. It does seem that something has been resolved on the RingCentral side. I spent countless hours combing through our entire network to try and find the issue as they repeatedly told me that it was an issue on our side. I was also informed multiple times that no other customers were having this issue, which is clearly not the case.

The lack of transparency from the support I experienced has been extremely frustrating for me and our end users. It feels like no troubleshooting took place and they just immediately blamed my network. I hope that they provide an update on this issue and what steps they took to resolve it. It would be nice to see some accountability. Okay, rant over now. I’m happy that the issue has been resolved for now. 

Thanks again! 

A reasonable rant, ​@ShaunJ.90!
Please reach out to us if you aren’t getting what you need. ​@Mary-Community_Moderator or myself can help to push things along or escalate as needed. 
Glad things are sorted for the time being!

Has RingCentral resolved this issue or not? I now have a customer complaining of intermittent no service issues on their Mitel 6900 series phones. I also saw it happen on my 6930 phone just yesterday. Did this get fixed or not?

The last we heard about this was 7 months ago, so I’m guessing this was resolved for the above customers, but we’re happy to look into this. 

Have you opened any cases yet?
 

Not yet. Still gathering info from customer. More to come! Thanks for the quick response! :)