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central-la asked ·

RingCentral + Number Porting + SMS = (FAIL * HORROR) / NIGHTMARE

We decided--as we were expanding to another location--to try out RingCentral to keep calls straight.  One oft-complained about issue with the service was/is SMS (specifically MMS or lack thereof).  We figured we'd work around it, but another (non-clearly communicated) glitch has reared up and smashed us in the face with a brick today, business wise.

As part of this exercise, we ported our main company number, until now on Google Voice, to RC.  Unlocked it on the Google in, started the transfer.  About 5 days later (today) we get the email saying that porting is finished - we race into the office early to test things out.  Phone seems to work, but then--WOMP-WOMP--no SMS.  Like, at all.

Honestly, at first, we were confused and just figured it was a settings issue.  Called customer service:  it turns out that SMS functionality takes 48 TO 72 HOURS to start up on a ported number.

48 TO 72.  HOURS.

About 30% of our business comes from SMS messages - it's the new method of communication for an entire generation.  And we're to be without that functionality for 3 BUSINESS DAYS. 

We elevated it to "Level 2" support, who promised to look into the case and should have it resolved...in 48 to 72 hours. 

How is this lag time not called out more explicitly (if at all - we went through 3 orientations and it was never brought up)?  We're in the midst of having our worst sales day in a year today because of this (and I mean that literally).  What did we get ourselves into here? 
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kim answered ·
Can you please update the case with the specific number you are having issues texting from. 
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kim answered ·
Please note that after a number has been ported it can take up to 7-14 days for SMS to be enabled.  I will follow up on your case.

To update this case with further information please login to http://success.ringcentral.com/RCContactSupp.   Select contact support, and you will be able to see view: all open cases at the bottom of the page.   Case#:   04476953 &  04477074

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