** Service Issue ** Inbound Calls error "The number you are trying to reach is not in service"

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  • Updated 3 years ago
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Our engineering team is investigating this and working to diligently restore service.  

Our phone lines are experiencing long hold times, so you do NOT need to call in as we are already aware of the issue.  Please follow this thread for updates

We apologize for any inconvenience and we thank you for your patience as we work on this. 
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Kim, Alum

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Posted 3 years ago

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Pete Weinman

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On the bright side, at least we're all earning valuable "points" for our participation on this site.  At least the day is not a total loss.
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Shannon Maggs, Champion

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We just had a laugh over the same thing.  
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Tammie Breon

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So you're a phone company whose PHONE service isn't working right now - anywhere.  Your only answer to us is "we're working on it".  This is completely unacceptable.  We are a medical practice who relies on your service for patients.  Calls can be a matter of patient well being.  It'll be nice what RC does to try and make this right.
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Mike Hertelt 230

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Phones are down in Wisconsin as well.

Can't log in to create a case. Help Center is down!!!

I was promised while signing that RC has several different data centers to fail over to in case servers go down.

Obviously there is no fail over in place!!!

 

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DIS-BATCH

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Mike, Ring Central is NOT a Carrier Class service like ATT or Verizon. They do NOT have fail-over servers or network redundancy. They have redundant call servers if one call center goes down another will be able to answer. This is why Ring Central is less expensive than ATT for their service. I am pissed off as well for my company is losing revenue with every minute that the network is down however this is the 1st outage with Ring Central in over 3 years. And the service is back up since 9:50 EST.
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Mike Hertelt 230

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I am sorry to say but I had an entire afternoon outage less than a year ago.
And all I take from your comment is that RC needs to educate their Sales Staff on what they have and not have.
I am feeling a little sold on the redundancy they claimed to have.
And when it comes to price "you get what you pay for" does not work for me.
We all looked at a price, but also decided based on their promise and the capabilities they claimed.  
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LIGHTNER

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Mike I'm with you - I'm feeling I was oversold as well.
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Ankudovich

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Just back up and working now!
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Justin Davis

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Yep, working for us again as well! Whew!
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Emily Ward

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Just tried our line again and the call went through!
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Danno, Champion

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Conference bridge also not working.  Meaning, when you call the number

1+(267) 930-4000

it answers, but when you enter your host or participant code, it says invalid code.
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Kim, Alum

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Danno- is this resolved? 
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Danno, Champion

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Yep - thank you!
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Wendi Kali

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We're back up, too, here in MA.
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Kim, Alum

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PLEASE EVERYONE TEST!! and let  me know if you are back online
(Edited)
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Masada 2

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Back up, but the amount of business we lost is unacceptable
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Home Helpers

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We are back up and working now.
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Justin Davis

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Yes, we are back as well.
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Jeremy Miller

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How about you tell us if it is back up and stable!? How are we supposed to know if it is back up for good or not? 
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Shannon Maggs, Champion

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back up in Pittburgh
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John Chavez

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Back online in NJ. Wish there was a notification of these issues instead of finding out through our clients. We had no answers for them. Very unacceptable and unprofessional!!! Keep up the good work!!
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LeAnn Lewis

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We're up. We tested 7 of our branches.
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Iris Engelson

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We are back up - but unhappy with how this was handled.
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Joe Gottschall, Champion

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Case 04805808 - calls are working in Rehoboth Beach, Delaware
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Jodie Allen

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Case 04806152 is working - is this a permanent fix or temporary?
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Puckett

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Clients complaining about RC line not forwarding local calls - Rochester NY testing line from Florida functions normally - need this resolved ASAP
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Kim, Alum

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@Puckett - that seems to be a different issue from this. Please contact support to troubleshoot you issue. 
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Joe Mari

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Please advise as to what caused this issue and what RC will be doing to resolve it....  Thank You
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Marian, Champion

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It appears we just came back up - please confirm the issue is fixed
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Shannon Maggs, Champion

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Tested and seems to be working!
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David Sim, Champion

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They seem to be ringing through now.

We are a 24hr business. Our last incoming call made it through at 5:50am cst. I can't be sure that any other calls were attempted but it's usually a busier time for us. Our night person knew there was an issue because a client emailed saying our phones were down. Luckily we have some loyal clients like that but our clients shouldn't have to do your job.

You have clients all over the globe and you have to wait for those clients to tell you when your system is fubared? How about hire one guy to call and when he can't get through, have him turn one of those green dots on your Service Status page, red. Or have a machine do it. Not me or my clients. Thanks
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Pete Weinman

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THe worst part is that their own online support system showed "all green" (see my earlier post) hours after they were seemingly aware.  I spent 30 minutes on hold and an hour playing with settings I did not understand trying to figure out what was wrong, thinking it HAD to be on my end.  Now I have to figure out hwo to put my own system settings back in order.  ANohter monumental task.  
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David Sim, Champion

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That's most likely because they weren't even aware the entire network was down until their customers notified them. Even if you were able to get through to phone support, chances are you'd reach someone who also wasn't aware there was an issue. They really need to work on communication. Also pretty odd that Ringcentral's phones rang through. They must be using a different provider.

Watch the facebook post about the outage disappear within a couple of hours.
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DIS-BATCH

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Service is back up...5minutes ago...
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Mike Hertelt 230

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We are up again after one hour of wondering and little response from Support.

But at least we were all kept busy with having to create the same case, which crashed their help center.

Wow.




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Joseph

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04806216 - keep us updated. This bad. Very bad.
The fact that we couldn't forward our phone lines to cell numbers was really frustrating. That option was one of the reasons why we took the risk of going to a VOIP provider.
Also,  RingCentral should have a quick email blast system in place to notify their customers of disruptions. After all, you are a communications company, so how about you communicate with us and let us know exactly what we can do and can't do (i.e. call forwarding is or isn't working etc)?!  This would avoid us wasting so much time trying to fix something we have no control over.
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DIS-BATCH

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ok service is back, lick your wounds and move on...this was the 1st outage in over 3 years and Ring Central does not advertise as being a Carrier Class service provider that must offer the 5-9's of network performance...99.999% up-time......that is why Ring Central costs a fraction of the price for the same service offered by ATT or Verizon. You get what you pay for and for over 3 years without a glitch I think they are doing a pretty good job...and yes my company lost revenue as well during this outage. You need to engineer your own level of redundancy in case Ring Central fails, like having a few POTS lines (landlines) that you can forward traffic to.
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Shannon Maggs, Champion

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I agree on some of that - but there's no ability for a user/admin to forward the phone number itself when the actual line is down.  You can forward numbers in programming - but not if the actual call isn't connecting.  That has to be done at the carrier level (at least, as far as I know).  If there was, I agree that would be a great backup plan.   
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DIS-BATCH

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It all depends on your setup. For my company, I have a landline that I forward myself to the Ring central 800 number and I give that number out on my auto-signature along with my main 800 number. If the 800 fails I manually stop forwarding the landline to my 800 number so it rings directly. At least this gives my customers an alternate number to call. It is only 1 number so it's busy non-stop when the 800 number fails but at least it is something so I am not down 100%.
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David Sim, Champion

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I kept my main business number on AT&T for years for just that reason. I finally decided that it was worth the risk of downtime to get away from AT&T completely. My only complaint about this occurrence and others like it in the past (it hasn't been 3 years since my last outage. Maybe 1 year.) is that RC never seems to know it's happening until they get inundated with calls. It wouldn't be hard at all to truly monitor their network so an engineer can begin working on it immediately rather than waiting for multiple customers to complain.

Besides all that, still better than AT&T by a long shot.
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DIS-BATCH

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I agree with you David 100% about RC not properly monitoring their own network for outages. That I cannot figure out...it seems like they rely on their users to inform them on outages within their own network which needs to change ASAP. I honestly do not remember an outage more recent that 3 years ago..maybe it was off hours for me for my 800 number is used from 06:00-18:00 CST M-F and outside of those hours we respond to voice-mails. Maybe other outages happened when my phones were not being manned.  I am also very glad to have gotten away from ATT. Funny thing though....ATT is now a business partner with Ring Central and ATT is actually recommending Ring Central for business solutions
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Pete Weinman

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My case number is 04806396
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Kim, Alum

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Thursday, July 14, 2016 8:23 AM MT
The issue has been resolved, all inbound and outbound calls are completing as expected. We will continue to investigate the root cause of the issue.

(Edited)
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Kim, Alum

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Official Response
A Reason for Outage (RFO) will be released within 5-7 business days.  

There are two way you can receive this:
  1. Contact Support in about 5-7 business days and request the RFO for Parent 04805745 INC-17616.
  2. In order to receive the RFO automatically you must have a case open and tagged correctly.  If you have a case opened and have not provided me with the case number, please list it here so that we can tag them (usually the support agent does this before escalating but you can still provide me with your case number if you want me to verify the tag).  If you have not yet opened a case and you wish to receive an automatic RFO, please open a web case now and put this as the Case Subject:  Inbound calling issues | Parent 04805745 INC-17616.  Then give me the case number here. 
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Matt Dark

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Case Number: 04806865
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Mark Clifford

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Case 04805886 for RFO
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Jodie Allen

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Case 04806152 For RFO
(Edited)
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Jeff Wilder

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Case Number: 04806123

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Iris Engelson

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Well, I'm trying to do this but every time I try to get to the support page, I get into an infinite loop trying to log in.   So:  (a) I want the RFO and (b) I want to be able to access the support page and (c) I'm getting pretty frustrated.
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Ivan Petrovic

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yes me too. I can't submit the case at the point. I want the RFO as well.
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Kim, Alum

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I will submit one for you.  Standby and I'll give you case number for your records....
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Kim, Alum

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Iris - 04807230
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Mike Hertelt 230

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I can not login to the help center either, it worked earlier but now I also get the endless loop. Please create a case and I like a RFO as well.
Thanks.
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Iris Engelson

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Thank you.  But I would also like to know if you are fixing the problem with logging into the support page.  And, on another topic, getting congratulatory emails about what a good job I'm doing racking up "points" by my activity on this site is rather adding insult to injury, don't you think?
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REAL ESTATE

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I am unable to submit a case too, same loop from "get help to login page". Can I also get the RFO?
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Kim, Alum

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Ivan - 04807279 
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Kim, Alum

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Mike H - 04807299 / 04807517
(Edited)
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Kim, Alum

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If you are unable to open a web case I can do it for you ONLY if you are logged into the Community through SSO using your RC Credentials. 
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Kim, Alum

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Real Estate - Stephanie  04807318 
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Justin Davis

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Just created a case to get the RFO - number 04807489

Thanks!
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Justin Davis

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Just created a case to get the RFO - number 04807489

Thanks!
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Emily Ward

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We were working fine, but seem to be having issue again. Faxes don't seem to be coming through and I just was unable to transfer a call- which has never happened before- my coworker said it was like it was trying to call me back- and I am unable to open case - I keep getting returned to the login page! This is very frustrating!! 
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Kim, Alum

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Emily - i just sent 2 test faxes and they were received successfully. Please create a new thread if you need further assistance as this is unrelated to today's earlier issue. 
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Pete

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I only came into this thread because of two very short outages about 5 minutes ago.  All our phones said offline for a few seconds.  I wasn't even aware of the outage earlier today (we weren't open for business yet and we use an outside answering service due to previous Ringcentral reliability issues.)
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Kim, Alum

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That issue is unrelated to this mornings issue which is now resolved.  Your issue sounds like it may have been an ISP glitch or local network hiccup. 
Please create a new thread if you need further assistance as this is unrelated to today's earlier issue. 

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