Resolved: Service Issue : Failed calls

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  • Problem
  • Updated 3 years ago
  • Solved
  • (Edited)
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We have received reports of failed calls.  We are aware of this and our Engineers are diligently investigating this issue. If you have opened up a case already, please let us know what the case number is here.   The case should include Call Samples for each locations (date, time, called to, called from)

Thanks for your patience.
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Kim, Alum

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Posted 3 years ago

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Bob Bingham

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This reply was created from a merged topic originally titled Inbound Calls from AT&T.

Same issue as two days ago from another thread (https://community.ringcentral.com/ringcentral/topics/inbound-call-issues-for-at-t-phones)

. Incoming calls from AT&T wireless phones (unsure if other carriers are affected as well) are saying that the call cannot be completed as dialed.
This issue is persistent and is making me research a new solution to my business phone needs.
THIS NEEDS TO BE FIXED PERMANENTLY!!!! We are literally losing thousands of dollars of business when customers are unable to reach our business.
Ringcentral never offers to compensate or even credit our account for these constant issues.
At least once or twice a month this issue happens, they claim it is a routing table issue with the carrier, and after 24 hours it gets resolved. Now it has happened twice in two days. Unacceptable.
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Kim, Alum

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Bob - you case number is: 04894263 
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Danno, Champion

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I had issues again with conference bridge again 1+(267) 930-4000 this morning at 9 AM EST.  We all were getting intercept message.  We decided to start using Vonage bridge for future calls.
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Kim, Alum

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Please let me know the location of the destination number? 
(Edited)
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Danno, Champion

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Atlanta GA, Hollywood FL and New York City
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Kim, Alum

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I will pass that additional info on. 
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Kim, Alum

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Danno - Can you please open up a web case with Call Samples for each of these 3 locations (date, time, called to, called from). Send me case number. 
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Danno, Champion

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Don't get mad at me but I don't have time - lots going on today - I've given up on the audio conference bridge.  Been down four times out of five attempts to do weekly call with a potential prospect - too much egg on my face!!
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Kim, Alum

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no worries Danno.  
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Kim, Alum

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Can anyone provide me with a case number? or confirm the destination location? 
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Kim, Alum

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We have received reports of failed calls.  We are aware of this and our Engineers are diligently investigating this issue.  If you have opened up a case already, please let us know what the case number is here.   If you haven't opened a web case yet, please do so and title it: Parent Case 04894054-  INC-17809 failed calls.  The case should include Call Samples for each locations (date, time, called to, called from)

Thanks for your patience.
(Edited)
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Kim, Alum

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Please post your case number here.
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HubbardMD.com

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opened 04894553 thanks!
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Kim, Alum

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Update: the underlining carrier has reported an issue in the area and they are currently working to resolve this. RingCentral does not have a current ETA on resolution.
(Edited)
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HubbardMD.com

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Any updates?  This outage is going through its third hour now, blocking calls to me from the largest cell provider in the area.  Support just 'escalates'.
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Kim, Alum

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This issue is on a 3rd party carrier, and they have not provided us with an ETA yet.  As soon as they update us, we will post to this thread.  
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HubbardMD.com

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Support refers people to this thread for status, the thread says open a ticket.

I'm not clear on why we are not naming the carrier if this truly is an issue outside of Ring Central's control?  It seems the only reason to not call them out is if the issue is actually not external.  I'm very familiar with telecom industry, and this issue points back to Ring Central with the data we currently have available.  As best I can tell, it is affecting only Verizon Wireless users, so that should suggest the issue lies between VZ and RC, and what has occurred is something has failed that is not redundant.

Assuming a direct connection, why are the SIP trunks between Verizon Tampa Baya and Ring Central not redundant, or, IP-based to allow routing to work around physical path cuts?

This is very disappointing that a single fiber cut can make the Ring Central service unusable for what is arguably about one million people (3mil Tampa Bay area, 1/3 on Verizon wireless), and we're heading into hour four with no real information.
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SCOTT MCPHERSON

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For me it's AT&T and Verizon users who can't call in.
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McGrath

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I am concerned that this issue is taking so long to resolve from Verison and ATT customer to reach my sales team. I have lost $$$$$$$ because my customers think I did not pay my bill. I cannot even forward my RC call. RC has to get their SH_T together. I am shopping for a new provider.
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SCOTT MCPHERSON

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I'm am having the same issue and can understand the frustration.  This is the 3rd repair ticket in 2 weeks, and a total of 5 days combined without service.  No inbound calls from persons using a cell phone, which is probably 80% of my callers.  

I just got an email from RingCentral which says:  "The underlying carrier has reported to us there is a fiber cut in the area."  If the problem was a cut cable, why would I still have internet?  Why would I still be able to place calls?  
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HubbardMD.com

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Given this outage is affecting multiple carriers' customers who are trying to call Ring Central numbers, I'm guessing Ring Central has a POP (point of presence; effectively 'equipment' to handle their customers call routing in the area) in Tampa Bay area for inbound calling, and that equipment is what's unreachable; otherwise, it would not be affecting multiple carriers.

That being the case, and if a fiber cut truly is to blame, then what this situation has revealed is that Ring Central has no physical redundancy in the fiber that connects their Tampa Bay-area network POP, since, normally a fiber cut would cause no outage unless an entity were single homed, i.e. physically connected via only one link.

This is pretty poor network design for a metro area with 3mil people in it.  The fact that they refuse to name the carrier whose fiber is supposedly to blame is also questionable; prevents any validation of what's being stated.  There's not a huge number of fiber transport providers in Tampa Bay, and all the big ones can typically have fiber cuts remedied within hours, yet we're nearing hour five now...
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SCOTT MCPHERSON

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Good points.  And the fiber cable must be running over the top of I-75 for it to be cut twice in one week.  The issue today of inability to receive calls from mobile phone is identical to what happened on Tuesday.  
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Larry Davis, Champion

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i contacted one of my customers using another national competitor and they have not had this problem. So i am not sure how it is affecting more than just RingCentral users if it is an exterior problem.
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SCOTT MCPHERSON

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It just came back online for me.  Now receiving calls from mobile users. 
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HubbardMD.com

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Thanks Scott, just tested, ours is back online too.
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Kim, Alum

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Thank you for the update! 
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Matt Brancato

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My calls from a ringcentral phone to another rc phone that has forwarding enabled rings once then the call is automatically ended and i get sent to voicemail for one user, Likewise calling from my t-mobile to a ringcentral central phone that forwards also has no luck. Both est, both in new york.
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Mike, Official Rep

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Official Response
Resolved:  1:43 pm MDT - We were notified moments ago that this issue is now resolved. 
(Edited)

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