iPhone app frequent interruptions during call

  • 0
  • 1
  • Question
  • Updated 1 week ago
  • Acknowledged
Is anyone else experiencing frequent call interruptions using the RingCentral iOS app?

By "interruptions" I mean that I can be on a call for 15 minutes with no problem, when suddenly I hear the tone that sounds like RingCentral is dialing again. After 10 - 45 seconds the person I'm talking to is back. If they were talking they usually didn't notice that I was gone and they are still talking when I'm reconnected. If I was talking they usually say "where did you go?" Apparently, they just hear silence during the time RingCentral is reconnecting.

This seems pretty strange because the call isn't actually dropped. In other words, the person on the other end doesn't hang up, and I don't redial. On my side I don't do anything except wait and the connection is automatically re-established.

This is happening once or more every day. I can be on an hour-long call with no problem at all. Then during the next 15 minute call it might happen twice. It's very random, and it happens when I'm talking to someone on both cell phones and office phones.

I'm pretty sure this problem is specific to the RingCentral iOS app. I've never had a problem like this when using the RingCentral desktop app on my MacBook. 

I've never experienced anything like this with other VoIP apps on my phone. Facetime, Zoom, GotoMeeting and similar apps never have a problem like this. We also have 2-hour team meetings twice a week using Zoom. In five months I've never had one of these Zoom video conferences interrupted. I also frequently stream music and Netflix movies and those experience no interruptions, so I'm sure my network is not the problem

I do a lot of customer support so this is really annoying. I've stopped using my iPhone whenever possible.

Comcast/Xfinity internet: 13ms ping, 100+ Mbps down, 6+Mbps up.

All software is up-to-date as follows: 

Current version of iOS app is 10.1.0.1.8
iPhone X with iOS version 11.4.1

Any ideas what could be happening, or suggestions for how to troubleshoot this issue?
Photo of Robert Stoeber

Robert Stoeber

  • 1,668 Points 1k badge 2x thumb
  • annoyed

Posted 1 week ago

  • 0
  • 1
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 33,420 Points 20k badge 2x thumb
Hey Robert,

I haven't had experience with this issue myself. I see that you have a case open with us. Something very helpful for troubleshooting purposes is to get a Call Sample that is fresh (less than 24 hours old) and send us that info via your case.
Photo of Robert Stoeber

Robert Stoeber

  • 1,668 Points 1k badge 2x thumb
Yes, it's happened twice already today on two separate calls. I've posted the information for the first call on our support ticket and will add the second call in a few minutes.