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yaron-goldenberg avatar image
yaron-goldenberg asked ·

Cant receive SMS Text

Cant receive SMS Text messages on my Ring Central Account i was on the phone with costumer service for over then 40 min and the rep did not have a clue how to solve this it is a nightmare calling there. i see more people reporting the same problem here with no solution. Please contact me Asap . i need this service back for my business. Thank you
servicesms text message
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sean-smith answered ·
Hello Yaron, I found your case you opened with our support team.  I apologize for your experience.  Your case has been escalated within the support organization to assist in resolution.
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I cant get any text messages either!
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Ryan Te Velde avatar image
Ryan Te Velde answered ·
I too am having this same issue - started 7 days ago - for me it is not just ATT or one particular carrier.  No one is able to TXT my number and when people TXT the main softphone number they get an error message back about the number being a landline.  I have escalated it to tier2 and have a case number 02884751 but honestly thus far support has been a major disappointment.  This must be resolved!  The SMS functions of RingCentral are vital to my business.  Does anyone have any suggestions?  Why it worked perfectly for 11 months and then suddenly on 8-6-13 stopped is mind-boggling.
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Ryan Te Velde answered ·
Sean Smith - my saga continues and still no resolution... can you please follow up with the engineers?  this being unable to receive any SMS messages is killing my business and costing me thousands of dollars   case # 02884751

please resolve my matter and restore my confidence in RingCentral Support.  I entrusted your company with my business phone number when I ported it in and am counting on you guys to not fail me!


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Ryan, I checked on your case.  It is with the right team now to resolve this issue.  I am very hopeful your saga will be over before the weekend.
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We are both hopeful they resolve it before the weekend.  This is day 9 without SMS - can you check with them and make sure they resolve it - pursue this please - I am going to have to drop RingCentral if this doesn't get handled!  Thanks
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munty answered ·
I too have been having this problem since the end of July, however, I am DONE dealing with RingCentral's support team.  Communicating with them is unnecessarily time and labor intensive and clearly the rigid internal rules and inability to make exceptions to the rules when it is appropriate has made it too painful to deal with them.  I reported the issue (I am not receiving text messages to all Canadian local numbers) and 1st tier escalated me to 2nd tier almost immediately.  However, my rep in 2nd tier after determining this was a 3rd tier support case, refused to escalate until I complied with her request to send a series of screenshots showing me sending a text message from my iOS RC app to my cell phone, then a screenshot from the iOS messages app showing I received the SMS from RC app and replied to it, then another screenshot of the RC app showing that several minutes later, the SMS had still not arrived to my RC number...and as if that was not ridiculous enough, I was supposed to have 2 additional people try to SMS my RC number and take screenshots from their devices...it is easy enough to simply look at the backend and see that messages are not being delivered...After I complied and sent screenshots for my own test with an external cell phone, the tech requested more from friend's phones, and I replied with: "
        "No.  I don't have the time or desire to do this.  I will simply live without SMS until I dump Ringcentral for another provider.  Please close the case." Clearly the language barrier is a factor, because her response was, "Okay, thanks Graham...Have a good one!"  --which is not the correct way to handle the situation.  I am done dealing with off shore support that cannot communicate and has routinely taken me 10 times the time to resolve problems, and many are ongoing even after being "resolved".  I give up...
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sean-smith answered ·
Hello Munty, I am very sorry to hear of your poor support experience.  If you are still willing and have a case number I will make sure it gets to the same team handling Ryan case above.  I do hope we can earn back your confidence and trust in RingCentral Support.
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Ryan Te Velde answered ·
Sean Smith - another day goes by... what is happening with my case!?  Need resolution before the weekend please!
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Ryan Te Velde answered ·
Sean Smith (or anyone in at RingCentral who might care or have any ability to resolve an issue) - the problem still exists and nothing whatsoever has changed!?  UPDATE ME PLEASE - NEED RESOLUTION!
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sean-smith answered ·

Hello Ryan, I have asked your case owner to please contact you with an update on your case status ASAP.

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You still have a problem! Case # 3254506
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Ryan Te Velde answered ·
Sean - who is my case owner?  I have talked and emailed 8 different people including yourself? Is there a phone number or extension or email address for this case owner?  Thanks, Ryan
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Ryan Te Velde answered ·
it appears to have started working again - I have not been contacted by anyone - HOWEVER, I am now suddenly able to reach TXT messages again at 616.335.XXXX after being without it for 12 days (my tests are only from a Verizon cell thus far but I will run more tests).  What in the world was the problem that took 12 days to fix so that I know for future reference what to tell your support team if it ever happens again?  THANKS

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