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hootsuite-app19 avatar image
hootsuite-app19 asked ·

My phone just reboots itself when on a call.

In response to stuartselbst on TWITTER: https://twitter.com/stuartselbst/status/811232036073525248 Thanks @RingCentral. I love it when my phone just reboots itself when on a call. Cant wait to get moved over to @Nextiva #FirstWorldIssues
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This has happened to me on multiple occasions while transferring a call, the caller was than put on hold while the phone reboots with no way of taking them off until the finally get mad and hang up.
 
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Ya my phone does this all the time even when I'm not on a call reboots all day long the other phone in the office hardly reboots.  It is very aggravating at least the iPhone app works great . 
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Feel free to open a support case and include the phone serial number and the most recent call samples with numbers,  time/date. 



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I also have this issue here where at two of my locations phones will restart, in use or idle and its happend several times. I opened a ticket today with RingCentral and they kept telling me it must be a network issue on my end. I can guarantee this is NOT the case as none of my other processes and monitoring software report any trouble with internet service at the times when the phones reboot. We also looked at our firewall logs, router and switch logs and none show any issues. So I either have 25+ brand new Polycom phones at two locations that are faulty or there is something happening at RC that they are not yet able to ID or resolve. Not a good situation for my business.
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I agree, I still have not gotten an answer on the reason that service has been out as well over the last 3 weeks.
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glenn-michaels3980 avatar image
glenn-michaels3980 answered ·
I never got a case number nor did i get a follow up email or survey. I spoke to a gal named Amy in tier 2. Next time it happens i will be sure to get case # info
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Glenn,   I was able to find the case number, which is: 05310568.   You can log in and view the case status, ask questions, or post additional information to the case using the button below. 




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I have been having the same issue since day 1. I have upgraded internet service, upgraded modem, upgraded router, switched to CAT7 cable (yes, CAT7), and now I am replacing phones. I have 2 phones that reboot every 30 minutes or so and never at the same time. I have been dealing with tier 3 support who have been great but we still, after months of troubleshooting, have not been able to resolve this issue. New phones are on their way--we'll see what happens. If anyone has a solution, please advise. I love RingCentral's functionality but I can't have 3 minutes of downtime every half hour!
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I laughed when a RC representative responded that the phones just don't reboot, yeah right 
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I think the point was, they're not supposed to just restart on their own for no reason. Some causes could be what has been already explained, either way, I have had it happen to a customer of mine and when I reprovisioned their phone as it was a 3rd party purchase and not through RC, the issue hasn't happened since. Not sure if that applies to anyone in this thread but it could be another way to troubleshoot the issue.
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I laugh every time people come onto this board to mention their going to switch to another provider like they don't have their own problems.(like not having a message board to go complain about them to them on.) 
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mike answered ·
Glenn Michaels,   Do you have a case number for this? Or if not please open a case and report the devices that are rebooting as well at the dates and times that this happens. 
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