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woodroof avatar image
woodroof asked ·

VOIP to VOIP disconnection

We are having automatic disconnection when certain offices try to call our office. The caller is told, "The line has been disconnected."  We have investigated and Ring Central does not show that any one has tried to call.  We tested this real time and confirmed that customers are told that the line is disconnected.  Ring Central states this is an internet carrier to internet carrier issue and that they cannot help.  However, we cannot change our carrier, therefore are we just stuck?  Loosing business because of this "not a Ring Central problem?"
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bjsvec avatar image
bjsvec answered ·
While it may technically not be RingCentral's issue they should still help you resolve it.  This happens from time to time with any carrier when porting numbers and essentially the 'routing tables' that the telcos use don't get updated correctly.  You will need to ask RingCentral to escalate this and also provide some call examples with the phone number of the person who tried to call, the number they dialed and the time/date stamp.  Normally, this problem will manifest itself as you described and be one certain carrier, perhaps in a particular geographical area that cannot call you for the reason I stated.

Do you have a RingCentral case# you can share?  If so, a RC employee in the community should be able to help you escalate this.
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kim avatar image
kim answered ·
Do you have a case number? 
Was your number recently ported in? 
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front-desk-12379 answered ·
We have had similar problems. We have signed up for tmobile voip lines "linelink" to see if they have the same problem or not.
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