question

transport avatar image
transport asked ·

Phone not working after company moved.

i am using the polycom 12 line phone we had it for 2 years and now that we moved all our company lines to it it seems to be acting up, can not make outgoing calls the key pad only responds to numbers 3,6,9and# anyone know how to fix the problem because we are a 24 hour emergency company yet ring central can never be reached at a time when all lines are down or the system is failing ,,any answers would be helpful
topic-default
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

kim avatar image
kim answered ·
If the change in phone behavior is directly after a move, then it's most likely the router configuration not compatible with RC at the new location.  This is common with some companies after a move...they are so busy moving that they often forget to configure the RingCentral requirements into the network.  Please send your IT Dept the requirements on the network/router and this should resolve these issues. 

Start there and let me know
Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

transport avatar image
transport answered ·
Thank you for the answer but that is not the case here because i have passed that problem 2 months ago and it was working but a magic problem seems to happen when half the dial pad just does not work all of a sudden so the answer after 48 hours from support is to spend a couple of hundred more and just buy a new phone. I see that they think that our money falls from the "cloud" and every year just buy new phones when 99% is incoming not outgoing calls so i wonder why two phones back to back just seem to not work and we the customers must pay for these mistakes or cheap made phones over and over again. it is a scam.

3 comments Share
1 |1000 characters needed characters left characters exceeded

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

I located your case and see the support agent offered to connect you to your account manager, but the call disconnected. It was unclear if this was intentional or not. I've requested a callback and someone will be in touch with you. 

Mike
0 Likes 0 · ·
thank you for the follow up but the call disconnected because in our current office we have has a bad cell phone connection and its the only phone working here so i am at a point of looking into another phone provider. This is not the first time that our lines are down or phone not working properly and no it is not an internet connection issue. The polycom phone is a joke we have two phones and one never worked as the company knows and the second is being used for 2 and a half months even though we are with your company for 2 years there was no use until we closed our main account (old provider main lines) and decided to have all our numbers with ring central, now we have no primary outgoing calls so i am very disappointed with the service. If we can not solve this simple issue i would move to a new provider. I feel that if we spend over $200.00 on a phone that it should at least last a year or two. All of our old non voip phones are over 10 years old and never failed so it just doesn't pay to save some money per month and lose 100's of dollars in one weekend due to no phones working, Its just simple math. Thank you for your help Every lost customer for us is at least $125.00, at this point we have lost too many jobs and your customer help heard me trying to handle incoming calls from real customers (calling our company) and all we did was waste and two hours of valued down time and not provide our customers service so just today we lost at least $300-$400 in income this phone service should not take so long and at the end i was told to search for answers on the web. If i want to learn how to fix voip systems i would close my company and work a phone company. I may sound a bit rude but customer support on your end is a broken record that keeps telling us to try the same actions 10 times and after nothing works the answer is "buy a new phone" reason is you only sell us the phones but you do not build them. Well every phone company out there does not build the phones as well but when you sell a product you should stand behind it or find a better product that will keep your customers happy and that is how you don't lose customers. I never said we expect perfect or things do not break or fail but 25 times in 2 months is a bit extreme.
0 Likes 0 · ·
I understand your frustration. Someone should be contacting  you, if they have not already.  If not reply back and let me know. 

Mike
0 Likes 0 · ·

Write an Answer

Hint: Notify or tag a user in this post by typing @username.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Customer Spaces