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oncallanswer avatar image
oncallanswer asked ·

Rate increase for Mobile users

Just recently we received an email advising that there will be a change in their billing starting in February. The email also stated there was a way to look up how this will effect your account under your billing information on our account. The area that it describes is non-existence so we decided to call. We were informed that each phone number that we have will be going up an additional $37.99 per month, mind you we are a telephone answering service so therefor we have a lot of phone numbers. We called back to speak with someone else to make sure this information is correct from the one representative and were told this same thing. I was notified by a client of mine a few months ago that they changed his rate over night on him but did not foresee an issue on my end. This is absolutely ridiculous.
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Hi TKO... we certainly agree this could have been handled better. The name "mobile users" causes obvious confusion.  I'm sharing your comments with upper management.  

You are right, there is nothing that requires customers to join or even visit this Community.  However it does provide an additional channel of support for users that are unable to call in for various reasons, or want to engage other customers etc. This site also provides a back-up channel of support in the event that other support channels are maxed out or experience service interruptions of any kind. 

In the event that there is any critical information, we send emails to all account admins. Therefor it is critical that those users keep a valid email address on record.  

Mike 
 
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J.B. Ferguson avatar image
J.B. Ferguson answered ·
This has been discussed numerous times in these forums. When Mobile users make/receive more than nine calls in any given month using the account's main number + their extension, that user/extension will be treated as a regular digital line and be charged the same as your regular lines are. It is NOT for every month, nor is it for every phone number you have.

In essence they are using an extension as a paid user, which is why you are being charged as a user for that month. As a simple example, if you have a100 user account where you have 100 employees on the phone every day for any given day and they all have extensions assigned from #1 to #100, but you also have 20 part-time employees who don't have phones or a direct digital user line but make make/receive calls on a mobile device using the main number + their extension to log into the mobile device (because they don't have a direct number) of #101 through #120, then you would be charged for any of those who make/receive mor than none calls in that given month.

You can find out more about this here:

https://community.ringcentral.com/ringcentral/topics/mobile-user-faqs

https://success.ringcentral.com/articles/RC_Knowledge_Article/6966




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Great Explanation Jan,  

Does it apply if people are only receiving calls and not making outbound also?

Like in a call queue scenario?

Thanks

Chuck

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I wish someone would explain this to my account manager. We are a telephone answering service so all of our lines receive only incoming calls in which are forwarded to our ring central digital lines in which we pay for. I asked my account manager about this and he said each line would increase $37.99, I called back to get a second opinion to verify what he told me, they would not answer me and put me through to talk to him again. I plan on looking for a new service today so it would be nice to have a definite answer before I start shopping around. 
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I do apologize that it wasn't explained well :( I have informed their manager so they can provide some coaching on the matter.
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saadet.swift avatar image
saadet.swift answered ·
Hello OnCallAnswer,

If you haven't done so already, I would suggest contacting your Account Manager to go over the details - especially if your account is not showing the correct tab, we will need to investigate. If you don't know who that is, email community.support@ringcentral.com and I will get that information to you ASAP.
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J.B. Ferguson avatar image
J.B. Ferguson answered ·
I seemed to have fat fingered some of the words above.It should have read, "...then you would be charged for any of those who make/receive more than nine calls in that given month."

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J.B. Ferguson avatar image
J.B. Ferguson answered ·
@Chuck,

Both making and receiving calls...however, Call Queues are exempt from this pricing policy. There are other caveats depending on a customer's contract and time left in the contract.

Although I don't always agree with TKO and he/she doesn't even read my comments, I agree with him/her that this was poorly implemented by RingCentral.

While I understand the reasoning behind the decision where RingCentral can be losing quite a bit of revenue (i.e., if you had 100 mobile users technically you could buy a single user account and add 99 extensions and bypass purchasing a 100 user account by using the main number + extension on a mobile app) , I don't agree with how it was explained or rolled out. Even as an RC Partner, I first learned about it here in the forums when several customers complained.
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mike answered ·
Any Mobile User without a digital line that makes or receives any combination of 10 or more external calls in a billing cycle will be charged for that month. Any making 9 calls or less will not be billed.
 
System administrators can receive more detailed mobile user information by logging in to their RingCentral account and clicking on the mobile user history section. This will show all of the mobile users without digital lines on their account, and how many calls they are making on their current billing statement as well as previous statements.

All customers receive an email notification that tells them the billing date they will first see mobile user charges on their bill. The email is sent roughly 60 days (2 billing statements) before the first charges appear on the bill, or roughly 30 days (1 billing statement) before the billing is actually enabled for the account to begin tracking their mobile user activity. The mobile user history section will not appear on any account before their billing is actually enabled. While the email each customer receives specifies the most recent amount of mobile users each account has as well as their cost per mobile user, there is a 1 billing statement period between the time the customer receives the communication and the mobile user history section with more detailed information actually appears on the account, because there is a 30 day notice period before the billing is actually enabled. For customers that would like more specific information on each mobile user and their call history in the 1 month period before their account has the billing enabled, they should call their account rep who should be able to provide these details.
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