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eldon-fields4727 avatar image
eldon-fields4727 asked ·

Receiving text message timely

I am the admin for our organization.  We are facing a delay receiving text messages of varying length of time though we receive an email notification within seconds.  Internet connection is favorable, phone is turned on, logged into the mobile application...

I called the helpdesk to understand what to expect from RingCentral.  Here is the information from RingCentral.

  1. The acceptable length of time for receiving a text is 14 minutes to receive text and 15 seconds to receive email
  2. If text messages are not coming in within 14 minutes, uninstall and reinstall each time each time it exceeds 14 minutes
  3.  After uninstalling and reinstalling 2 times then call RingCentral to log a case.
Is anyone else experiencing this type of delay?  What have you done to reduce the time to receive a text

I feel the 14 minutes to receive a text from a sender is not an acceptable amount of time..what are your thoughts?

Thank you in advance for any tips, tricks, or the like you can provide.


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saadetswift16514 avatar image
saadetswift16514 answered ·
Hello Eldon,

I'm going to look into this.
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eldon-fields4727 avatar image
eldon-fields4727 answered ·
Thank you.  The case where I called in was 06309257 /  SMS    [ ref:_00D80aRUX._50034yjVgl:ref ]
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danno147 avatar image
danno147 answered ·
Have to timed a text from one RC user to another?
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danno147 answered ·
That would make sense.  I sent a text from my Verizon cell to my RC# and got it in 6 seconds on my mobile APP, 12 sec on my desktop APP and about the same time for the email.  Are the delayed texts bare bones SMS or MMS?
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eldon-fields4727 avatar image
eldon-fields4727 answered ·
4 seconds to get email notification
12 seconds to get RingCentral text notification

VERY REASONABLE and acceptable...
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Me2 on the 14 minute comment from support.  Never heard that before nor experienced it.  Saadet will get to the bottom of that - we'll wait for her response.
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saadetswift16514 avatar image
saadetswift16514 answered ·
Hey Eldon,

I apologize that you were misinformed regarding this. I've escalated your case because it really shouldn't take that long to receive a text. I will ensure that the agent you spoke with receives some coaching. Thank you for being patient!
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eldon-fields4727 answered ·
Barebones SMS.100 characters or less.  We are receiving email notification fairly quick...text messages about 5+ minutes later.  Connectivity does not seem to be an issue.  

I was surprised when helpdesk stated their standard is 14 minutes or less to receive a text with email notifications within 15 seconds. 
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