Why am I not receiving SMS text messages from AT&T users?

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  • Updated 4 years ago
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This conversation has been merged. Please reference the main conversation: SMS: Can't send/receive SMS Text messages on my Ring Central Account

I haven't been getting any text messages from AT&T users. They can get my texts, but I don't receive their responses. Verizon/T-Mobile seem fine. Not sure about Sprint. Anyone else with similar issues?
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kbibens

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Posted 5 years ago

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Desiree, Alum

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Hi,

Oh no - this is the first time I've heard this one. 

Does any other user in your company receive SMS messages from AT&T users?

Thanks.

Desiree
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kbibens

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It's just me in company. I've has several AT&T subscribers in different states text me but none go through. They receive my texts just fine.

Kib
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Desiree, Alum

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Ok - so the good news is it's not a company wide problem. The bad news is you're having the issue.

Are you on the newest version of our smartphone app (version 5.15)?

Thanks.

Desiree
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kbibens

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Sorry. The only person in my company is me, so yes, it's company-wide. I have version 3.8.0 of the Android app.(Released September 5th 2013)
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Desiree, Alum

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Hi,

You are on the most recent version so that is good.

When you don't receive their texts, are they receiving an error message (perhaps they are sending through iMessage which would require iOS)?

Thanks.

Desiree
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kbibens

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No errors and I've tested all sort of phones. I've opened a support case.
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Tamela Williams

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I have the same exact problem . My coworker is on AT&T and she gets my text but I can't seem to get a reply.
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Ben Foster, Alum

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How strange - just tested this out on my AT&T iPhone and it worked OK (i.e., I could send and receive texts between my RC account and my AT&T number). Are you not the operator extension on the account? If the answer is no and you send a text from your main company number, the text will go through - but when the recipient responds, his/her SMS will go to the operator extension.
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Rabbi Holzman

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Perhaps these at&t people are on your block number list which unables you to receive any messages of these numbers
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Lynne Suszek

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I have Verizon and nobody can text us back. We use Iphones.  I updated the app but still nothing. It tells them they are texting a landline. I submitted a ticket as you suggested, Ben. Any known solutions?
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Paul Hess

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Same issue here since I ported my number into RingCentral. No texts from AT&T users arrive (even though texts I send from RingCentral reach them). It's been over a month with no resolution.
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Kashif Shaukat

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Can not receive text messages .
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Ben Foster, Alum

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Hi all - anyone who is experiencing this, please create a new support case at http://success.ringcentral.com/RCContactSupp. Sorry for the inconvenience.
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Troy Pickett

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This problem has cropped up again. I started a ticket, but the first response was to reinstall my software on the phone. This does not inspire confidence, since I was clear that people outside of the RC universe were getting error messages about the number being a landline. What's more irritating is that this worked great until 48 hours ago.
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Ryan Te Velde

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I too am having this same issue - started 7 days ago - for me it is not just ATT or one particular carrier.  No one is able to TXT my number and when people TXT the main softphone number they get an error message back about the number being a landline.  I have escalated it to tier2 and have a case number 02884751 but honestly thus far support has been a major disappointment.  This must be resolved!  The SMS functions of RingCentral are vital to my business.  Does anyone have any suggestions?  Why it worked perfectly for 11 months and then suddenly on 8-6-13 stopped is mind-boggling.
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Lynne Suszek

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Amen! My thoughts exactly!
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Sean Smith, Employee

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Hello Ryan, I reviewed your case and have asked our team to escalate it.  Sorry for the issue you are experiencing. 


Lynne, are you having the same issue as well?  Let me know if you have a case.

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Lynne Suszek

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I am, Sean. Thanks! Yes I submitted a ticket online.
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Sean Smith, Employee

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Hi Lynne, what is the case #?  I could not find it from your name.

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Lynne Suszek

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 case #02888443
(Edited)
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Sean Smith, Employee

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will look into.  I see it was opened today.  Thanks.
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Joe Lampitt

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I recently ported my number to RC and discovered this past week that I am not receving texts from ATT.  My case has been elevated, but I'm lacking confidence.  Has anyone found a solution for this problem?

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