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mary4119 avatar image
mary4119 asked ·

I am having a problem with message notifications not going to SMS Text - Verizon Wireless carrier.

US Account. 
I am having a problem with message notifications not going out to SMS Text - Verizon Wireless carrier.  Email notification comes through but not SMS text.
Cell phones in question receive all other text messages.  Cells have been reset.
Numbers have been changed in the message notification area of Ring Central dashboard, no change.
One extension in our system has been deactivated and a new extension created, no change.
Contacted Verizon Wireless, they do not see any problem with SMS text transmission on their side.
It's been almost 1 week, yesterday mid afternoon, SMS text notification came through - Hooray!
Only to stop working again today. 
We rely heavily on this aspect for after hours service dispatch.  Email is slower to come through and drags down response times.  Right now, sleep is at a premium, for fear of missing a dispatch. 
ANY suggestions would be appreciated.


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mike avatar image
mike answered ·
Hi Mary,  We'll be happy to look into this for you. Can you please get the time and dates that the sms messages were sent plus the phone numbers involved and then use the  button below to open a support case. 

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jeffrey-wolowiec4077 avatar image
jeffrey-wolowiec4077 answered ·
I too am am having this issue as well..reached out to Ringcentral twice and doesn't seem to be a high priority to them. I need this option as well as Mary does. I reached out early December and a month ago. Does it really take a month to resolve such a programming problem?
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Jeffrey Wolowiec,  do you have a case number we can check for you?  Unfortunately if an issue gets escalated to engineering and it requires a programming fix, it can take some time.  If you already have a case opened, and it's been escalated, you should receive an email when it's actually fixed. 
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Hi Mike,
My case # was 05211561.
Although it shows a status of closed, with my following up with Verizon Wireless, it is far from closed for me.
To date, I have followed up with Verizon, there is no known issue.  I and my staff are able to receive and send text from other cell carriers and from email when using the cellnumber@vtext.com.
I have deleted the emergency service extension, recreated, deleted again, and finally moved to our tech support extension for after hours to no avail.
We are a small business and one of my key components in choosing Ring Central was the notification abilities in addition to the forwarding and cell app. 
Without the SMS availability my emergency support is suffering.  Now we have to wait for an email notification, which can take up to 15 minutes and longer if you're in a bad cell area. If it's overnight, it's difficult to set an alert for email when you are receiving regular email as well and I've had techs sleep through.  Down times are at the highest return rate ever since we started 24 hour service in 1998. 
This is a huge service issue for us.   I can't afford to alienate my paying customer base and have subsequently started shopping other VOIP services to alleviate the issue.
Thanks,
Mary

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jeffrey-wolowiec4077 avatar image
jeffrey-wolowiec4077 answered ·
My case # 05273177...it's an important issue to me as well. I can't believe Ringcentral's programmers can't find a solution to this and ASAP. It just seems odd.
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mike answered ·
I realize this is frustrating and I wish I could speed the process.  I checked on the status of this issue again and it's not really a programming issue on our end.  The problem has to do with the massive number of messages that RingCentral sends to Verizon on a daily basis.  I don't have, nor can I release specifics but our management team is working with the Verizon on an agreement and system to resolve this.

I'll update this thread as I hear more info. 
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Fiona Marissa avatar image
Fiona Marissa answered ·
How do I request that T-Mobile is added to the list of supported providers for text messaging notifications? Their reseller, Metro PCS is an option, but T-Mobile is nowhere to be seen. Is this an oversight? ... "Fido" is even listed. Who IS this carrier?? (Checked--it's Canadian) Additionally, Nextel WAS a cellular provider, but is now owned by Sprint. Cingular no longer exists and its latest incarnation is AT&T (I know, bc I was with Cingular before they were Cingular, and then afterwards when they were AT&T). But now, I'm happy with T-Mobile and unless they mess up, I'll likely be with them for about the same number of decades as I was with Suncom-->Cingular-->AT&T. (After that, I might be on my way out ... but that's the circle of life.) This is the closest topic I could find that comes close to addressing my issue. Thanks for your help.
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