question

oncallanswer avatar image
oncallanswer asked ·

SMS/text outgoing showing not sent but recipients are receiving duplicate

For the past 24 hours I have been having problem with out going text messages, in which we send about 400 a day. They are showing that they are not sent but recipients are advising that they are receiving several of the same message over and over. I spent sometime last night talking to Miky, I email her screen shots of what I am seeing. I had to let he going because I was busy supervising my office and overseeing the issues we are having, the same exact thing that I am now doing 14 hours later and I am unable to leave the office now for 24 hours because of this problem, we are a 24 hour answering service and send hundreds of messages a day. I am running out of ways to apologize for the service that we are offering due to continued problems with RC, this may end up costing me a lot of lost revenue, last issue I was able to cover for but it is getting harder. I have yet to receive the promised update via email from Miky but on my 3rd attempted phone call I was able to find out that Work orders #05491319 was created and escalated to level 2 support. After further inquiries I found out that they can only handle level 1 support on the phone but level 2 can go more in depth but they are currently closed, not really sure how that was escalated then 14 hours ago. The good news is Charlie advised me "no worries" they will be contacting me sometime today. No worries are you serious, I have had to work over 24 hours straight and still do not have this issue resolved, I can not be the only one. I have tried on several computers and even the app and the same issue. 
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.

1 Answer

· Write an Answer
mike avatar image
mike answered ·
I located your case:  05491319 and it appears some routing was updated.  I see a callback but you were not available. Is the system now working?  If not can you please comment on the case using the button below to log in?


2 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 think the problem has been resolved, we are still running a few test pages but it appears to be working, I did get an email from tier 2.
Thank you, I have to vent on here as such but was very frustrated.

0 Likes 0 · ·
No problem!  I'm glad it's working.  I'll leave this thread open for a few days, so if you have any issues feel free to reply back and I'll help you out. 

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