Resolved: Experiencing QoS issues?

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We have had reports from some customers regarding QoS Issues and our engineers are investigating this.
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Kim, Alum

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Posted 4 years ago

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Kim, Alum

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We need some additional information. If you are experiencing QoS issues, please post the screenshot below of your traceroute and let us know what exact symptoms you are seeing. 
       If you opened a case, please let us know your case number here with your traceroute.

Parent Case 04637115
(Edited)
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Thrasher

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Our call quality is horrible and several clients have reported getting a busy signal when they called. Can't take a screenshot of that.
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Kim, Alum

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Are you able to take a screenshot your traceroute results on that network?
Who is your ISP? 
(Edited)
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Thrasher

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I don't know what traceroute results are? or how to find them?

My ISP is comcast.
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Kim, Alum

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Thank you! 
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Kim, Alum

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We need some additional information: 
  • What is your case number? 
  • Is a call sample posted in the case? 
  • Who is your ISP? 
  • Where are you located?
  • Post screenshot of traceroute results here, or PingPlotter results.
(Edited)
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Thrasher

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I don't have a case number. I called your support line and they said to check here for more info. I don;t have a sample call...just reports from multiple clients.
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Kim, Alum

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Case# 04637279
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Jeff Wallace

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What is your case number? NoneIs a call sample posted in the case? See above Who is your ISP? BrighthouseWhere are you located? Lakeland, FLPost screenshot of traceroute results here, or PingPlotter results.
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Jeff Wallace

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Just came back up
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Kim, Alum

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Jeff - Thank you for the screenshot.  I will get this to our engineers. 
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Jeff Wallace

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All phones were offline except for an employee out of state.
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Michael Burns

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I have a case open on this ... just spoke with rep and posting the traceroute here
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Kim, Alum

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Michael, you case# is 04637286 
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Kim, Alum

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We are also getting reports of phones going offline, therefore calls are going straight to voicemail
Can others provide more additional information listed above?  

Parent Case 04637288 INC-17401
(Edited)
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Danno, Champion

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Case #04637374.  Comcast is ISP.
(Edited)
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Danno, Champion

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Call Examples
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Kim, Alum

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Thank you! 
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Danno, Champion

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traceroute
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Kim, Alum

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Thank you Danno. 
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Danno, Champion

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Here's a better one.  Also, in Atlanta GA:

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Danno, Champion

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He took the instructions literally in the first one; anydomain vs. sip.ringcentral.com
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Greg Fagenstrom

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Issues with call quality since about 11AM MST, phones went offline a couple of times about an hour ago. 

I'm with Charter Communications in Great Falls, MT.

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Kim, Alum

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Thank you Greg - this info is helpful. Do you have a case number? If not, that's okay. 
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Greg Fagenstrom

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I don't
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Kim, Alum

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What we need is someone with an open case with a call sample. If you have that please let me know the case number, and update your case with a call sample [date, time, called to, called from, result]. 

Does someone have this info for? 

To update case login to http://success.ringcentral.com/RCContactSupp Select “contact support”, and you will be able to see “view: all open cases” at the bottom of the page. 
(Edited)
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Peter Anania

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Tracing route to sip.ringcentral.com [199.255.120.146]over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  [redacted]
  2    10 ms     9 ms     9 ms  [redacted] 
  3    10 ms     9 ms    32 ms  [redacted]
  4    11 ms    11 ms    11 ms  ten0-3-0-4.orld48-car1.bhn.net [71.44.60.12] 
  5    12 ms    20 ms    12 ms  72-31-220-162.net.bhntampa.com [72.31.220.162] 
  6    14 ms    15 ms    18 ms  hun0-2-0-7.ORLD71-cbr1.bhn.net [72.31.220.228] 
  7    11 ms    15 ms    16 ms  4.68.70.153 
  8     *        *        *     Request timed out.
  9    49 ms    35 ms    34 ms  RINGCENTRAL.ear2.Washington1.Level3.net [4.59.144.170] 
 10     *        *        *     Request timed out.
 11     *      166 ms     *     199.255.120.146 
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *      158 ms     *     199.255.120.146 
 16   160 ms     *        *     199.255.120.146 
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *      165 ms     *     199.255.120.146 
 23     *        *        *     Request timed out.
 24   163 ms   155 ms     *     199.255.120.146 
 25     *        *      161 ms  199.255.120.146 

Trace complete.
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Peter Anania

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Case #04637411
located in Palm Coast, FL. Since 3 PM Eastern, callers complain about static and cutting in and out. Internal extensions work okay. Outside calls are problematic

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Peter Anania

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I provided the information for the call samples to the reps handling my case. Are you able to view them?
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Kim, Alum

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Yes, Thank you. 
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Peter Anania

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For a while there, we were getting 90% packet loss to sip.ringcentral.com

As of right now, our loss is minimal, but we're getting spikes up to 1400 ms every 30 secs or so
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Rob

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We are having the same issue.  Updated case 04637486 with call sample and ping results.
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Kim, Alum

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The additional information is very helpful.  Thank you all!
I will post here as soon as I have an update. 
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Will Reiher

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PING IS OKAY - 0% packet loss.

HERE IS MY TRACEROUTE

 1  10.11.12.1 (10.11.12.1)  1.753 ms  0.926 ms  0.824 ms

 2  24.69.128.1 (24.69.128.1)  9.626 ms  6.118 ms  4.689 ms

 3  dx3du-ge15-0.du.shawcable.net (64.59.162.201)  7.771 ms  9.546 ms  16.730 ms

 4  rc1wt-be40.wa.shawcable.net (66.163.68.18)  16.146 ms  14.173 ms  13.114 ms

 5  eqix-se2.ringcentral.com (198.32.134.51)  14.387 ms  13.506 ms  13.982 ms

 6  * * *

 7  * * *

 8  * * *

 9  * * *

10  * * *

11  * * *

12  * * *

13  * * *

14  * * *

....

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Will Reiher

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To update further - many of our employees are connecting just fine but a number of them can not make or receive calls at this time.
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Pascal Wong

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Currently waiting for a provisioning support to assist me. Case number 04637407. Like everyone else number of drop calls, calls go straight into voicemail, and can't dial out at all. Receive server error response on the handheld device. ISP is Rogers Canada.
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Kim, Alum

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Update 2:45 PM MT:

A portion of RingCentral customers are currently experiencing inbound and outbound call failures. Customers are also experiencing intermittent phone registration issues. Incident ongoing; we are currently investigating the issue.

Continue to let us know your case number here. 

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Devin O'Leary

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Same exact thing in Boston, MA. ISP is MegaPath. Dropped calls, "Server error responses," etc.
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Kim, Alum

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Update 2:54 PM MT: 

RingCentral U.S. customers in the Northeast U.S. are currently experiencing voice quality and latency issues. RingCentral is working with the underlying carrier to resolve the issue.
(Edited)
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Peter Anania

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I'm not sure if you have the ability to merge support tickets, but your live chat answered before we had a call back from your phone support. The live chat support ticket number is 04637077, and the chat log contains more specific information regarding our network hardware and topology
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Peter Anania

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Relevant link, the problem is with Level 3
http://downdetector.com/status/level3/washington
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Kim, Alum

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Official Response
Update 3:17 PM MT
We have taken necessary actions to alleviate the inbound and outbound call issue as well as the registration issue. We will continue to investigate the impact.
(Edited)
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Kim, Alum

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RingCentral has resolved an issue affecting inbound and outbound call failures, as well as registration issues.  All customer services are now fully restored. 

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Andrew, Champion

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Can you please provide an official RFO? Over the last few weeks there have been a notable amount of issues rooting back to Level 3.  What is RingCentral going to do to ensure these issues don't persist?  Being that Level 3 is at the backbone of the RC data centers, what are the next steps RingCentral will take?  We have been working on issues with RingCentral personnel over the last week or so due to the recent outages and other issues that all seem to point back to Level 3.  
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Mike, Official Rep

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Hi Andrew,   

Official RFOs are usually available within about 3-5 days.  Customers who opened a case pertaining to this issue will get the RFO automatically.  

There were actually two issues occurring simultaneously today.  If you didn't open a case, but want the RFO, you can still open a case to request the RFO and be sure to ask for the RFO for the relevant issue below. 

Poor inbound call quality:  INC-17402

Phones going offline or routing directly to voicemail:  INC - 17401
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Andrew, Champion

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Thank you Mike.
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Will Reiher

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Thanks for the details - We were hit by both issues today. 
(Edited)
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Mike, Official Rep

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You're welcome.  Happy to help :) 

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