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David Trifiro avatar image
David Trifiro asked ·

Calls from landlines not coming through to my ring central phone.

When a customer calls me I would expect the call to go through to my Ring Central system. However when someone calls me from a landline on Time Warner Cable the call does 1 of 2 things. 1. Busy signal. 2. A voice comes on and says the call cannot be completed. Calls seem to go through from the other local phone provider AT&T. I can make calls from my Ring Central phones to the same numbers that can't call me. I called the technical support line at Ring Central and the guy refused to escalate my issue up a level because he could not see the phone calls in the call log. Well of course he didn't. The calls aren't making it that far. I guess this could be a Time Warner Cable issue but I don't know where to begin or who to call. I think this randomly happened last week or the week before as my business slowed and I am missing potential clients. I can't even describe how frustrated I am. It seems like Ring Central and TWC arnt talking to each other. Any ideas of what I can do to get this resolved?
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mike avatar image
mike answered ·
Hello David,  if you can collect a few examples of this and let us know what the phone numbers are that they are dilaing from we can try to figure out the problem.  It does sound like it's a TWC issue but hard to say until it can be researched. If the calls aren't coming through, it might be very hard for us to do anything on this end if we don't know where they are orginating from, and you may have to contact TWC.  Here's the link to open a Web Case:  Open a Case
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Ben Levine avatar image
Ben Levine answered ·
I'm having the same issue......and no one from ring central is available to help.  is the customer support closed / out of business???  EXTREMELY FRUSTRATING.....BAD FOR BUSINESS
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David is right, it is not on the RC side.  It is their calling persons carrier that dosent have the numbers in their network routing.

Chuck
Certified Ring Central Installer
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David Trifiro avatar image
David Trifiro answered ·
Call the provider that has the phones wont that wont't go through. I don't have a TWC phone account but I called their tech support and asked for a manager. They had to get in touch with the network engineers and get the phone call routing issue fixed. It took two days but all is been find since then. Best of luck! 
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mike answered ·
Ben Sorry if you were unable to contact us. You are always welcome to post questions here and if you need to contact Live Chat, or Open a Web Case, or Call Support you can find links and contact information here:  http://success.ringcentral.com/RCContactSupp
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Thanks Mike for the reply.  Are you saying there should be an email that a fax failed?
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Yes, if a fax fails, the sender will get an email like this. 


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