Garbled Audio and Dropped Calls: Slow/Timeouts accessing RingCentral sites

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Anyone else experiencing these symptoms? In US

Garbled Audio and Dropped Calls:  Slow/Timeouts accessing RingCentral sites.  Getting "Calling Unavailable" "Offline Mode" on softphone.  Seems like it is yet another Level 3 issue.  This is getting crazy. We are having same issue with other sites that are going through Level 3. 
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Andrew, Champion

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Posted 2 years ago

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Brandon, Champion

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Negative in the San Francisco area and traceroute shows mostly Level 3 hops from me to sip.ringcentral.com.  Where are you located?  Can you post traceroute results to sip.ringcentral.com?
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Nathan Malone, U.S. Tier 2 Support

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Hello Andrew,

Level 3 is your Internet Service Provider, is that correct? From the sounds of the problems you are having an issue reaching the RingCentral servers. Have you addressed the issue with Level 3? What was their response on the issue? We have not had any other reports at this time of connectivity issues.
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Andrew, Champion

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Thanks for the response Nathan.

Cox is our ISP.

Running ping -t on sip.ringcentral.com and on the ending edgeserver in San Jose 4.69.209.181.  Some ping time is having crazy high spikes of up to 800ms and never falls below 35.  When pinging the San Jose Edge server the pings are much better at around 25ms average.  However when the timeouts occur pinging to RC they also occur pinging to the L3 4.69.209.181

Also, my employee in Los Angeles only has 6 hops when running tracert on sip.ringcentral.com and never ends up climbing the coast to San Jose.  He ends up in an edge server in Tustin.  When we do this we have 13 hops and go from san diego to LA to San Jose.  This is not today ony regarding the tracert.  This is always. 
(Edited)
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Also, one of our Clients is having similar issues on ATT Fiber from same San Diego area.
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Brandon, Champion

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You can try running a traceroute from L3 to yourself from San Jose or Tustin, etc. here: http://lookingglass.level3.net but it sounds like your issue is localized to your area and I would open a ticket with Cox.  There is also a tool called pingplotter you can run for a while to get more metrics.
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Andrew, Champion

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Thanks Brandon.  Actually the ATT Fiber is not having the issue like I thought it was.  Does seem to be isolated with Cox and it's routing with L3.
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Andrew, Champion

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Cox is our ISP.  Seems to be routing between them and Level3 this time

Anyone else experiencing these symptoms? In US

Garbled Audio and Dropped Calls:  Slow/Timeouts accessing RingCentral sites.  Getting "Calling Unavailable" "Offline Mode" on softphone.  Seems like it is yet another Level 3 issue or a routing issue with Cox. We are having same issue accessing other sites that are going through Level 3 also. 


1    <1 ms    <1 ms    <1 ms  10.0.1.1  
2     8 ms     8 ms     6 ms  10.175.0.1
  3     9 ms     7 ms     7 ms  ip68-101-128-210.sd.sd.cox.net [68.101.128.210]
  4     8 ms    10 ms     9 ms  elcnsysc01-tec192.sd.sd.cox.net [68.6.8.210]
  5    12 ms    11 ms    12 ms  ae56.bar1.SanDiego1.Level3.net [4.16.104.73]
  6    24 ms    24 ms    26 ms  ae-3-3.ebr1.LosAngeles1.Level3.net [4.69.140.102]
  7    24 ms    26 ms    22 ms  ae-71-71.csw2.LosAngeles1.Level3.net [4.69.137.6]
  8     *        *       15 ms  ae-74-74.ebr4.LosAngeles1.Level3.net [4.69.206.234]
  9    26 ms    26 ms    26 ms  ae-24-0.ebr3.SanJose5.Level3.net [4.69.211.2]
 10    25 ms    26 ms    26 ms  ae-26-26.ebr3.SanJose1.Level3.net [4.69.209.213]
 11    30 ms    26 ms    26 ms  ae-1-9.edge2.SanJose3.Level3.net [4.69.209.181]
 12     *        *        *     Request timed out.
 13    34 ms    45 ms    34 ms  199.255.120.146
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Nathan Malone, U.S. Tier 2 Support

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Thanks for the info Andrew, all of our RingCentral servers are going to give you incorrect ping data as they do not priorities that ICMP packets. The level 3 servers are the same way. We do have an ip address that resides in our server cluster that can is set up to give a good ping response.

That address is 199.255.120.184. How do things look if you ping that address? Any other RingCentral server address is going to give you inaccurate data.
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Greg Fagenstrom

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You might ask Brandon to start suggesting people use 199.255.120.184 instead of sip.ringcentral.com. He's suggested using that address in multiple posts, including what seems to be your go-to post for troubleshooting network issues.

https://community.ringcentral.com/ringcentral/topics/how-do-i-troubleshooting-call-quality-issues-qo...
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Brandon, Champion

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Noted :) I already added it to my notes.
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Nathan Malone, U.S. Tier 2 Support

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For a trace route sip.ringcentral.com is fine we just need to see the route, but if you are doing a ping test to specifically get an ongoing ping time you will want to use the 199.255.120.184 address.

Thanks!