Phone keep losing service

Hi ​@ANayudu ,

Thanks for bringing this up and for sharing the troubleshooting steps you’ve already tried. Since this issue is affecting multiple clients across different locations and setups, it would be best to have our Partner Support team take a closer look.

Please reach out to Partner Support by calling 800-595-8110 or emailing Partners@ringcentral.com to open a ticket. They’ll be able to investigate further and provide direct assistance.

+1 For this issue.

We’ve had this issue for a while and it's getting worse and more frequent. RingCentral has not addressed this issue. We are using Mitel 6940 and 6940w phones and both have had the issue, but not all at the same time. Seems to have progressively gotten worse over the past month (RingCentral pushed out a firmware update in September) Nothing is pointing to Internet or connectivity issues on our end. I’ve confirmed 2 other organizations in our Town that use RingCentral and have had the same issues (the City and School District)

RingCentral needs to take this seriously.

Yes it has gotten worse for my clients as well. I have opened RingCentral support tickets but have not heard from them. The clients experiencing this issue repeatedly are also on the Mitel phones. 

I did have one client that were on Poly phones but the unassigning and reassigning worked on those. Now it is just the clients with the Mitel phones that continue to have the issue. 

I’m really sorry to hear you’ve been experiencing this issue as well. If you’re not a Partner, please DM me, and share your account details (or an open case ID, if available) so we can escalate this to our support team for a deeper review. We’ll ensure the right team looks into any possible link to the recent firmware update and provides you with an update as soon as possible.

Currently on the phone with RingCentral support, we are going to try to update firmware on a phone to test…..

Thank you for the update. Let us know how it goes. 😊

Well, at this stage they recommended against firmware updates, i sent several logs from our Mitel phones for their higher tier support to review. It sounds like they feel its a firmware bug/issue, but need to determine the cause before implementing a fix.

Thank you for all of the updates let us know how it turns out. 

Just an update….RingCentral once again is not making any progress and failing us. I have not gotten any updates apart from “sorry to hear its still happening” They claim they escalated to Tier 2, but I haven't heard from them. This issue is happening multiple times per day to our staff and its very impactful and frustrating.

I’m demanding escalation on this issue, and that a supervisor/manager be notified. This is ridiculous no progress has been made. I’ve confirmed this issue is happening to other organizations locally (our city and school district), as you have said ​@ANayudu  its happening to multiple clients and common theme is Mitel phones, they pushed out a firmware update Mid-September and the issue has gotten much worse, prior to that we saw the issue sporadically maybe once a month.

RingCentral needs to take this seriously and treat this like it is an outage for customers using Mitel phones. They need to implement a fix or roll back the firmware to a previous stable version. 

I purchased a Yealink T58W Pro and swapped out my phone with it today, guess what? I haven't received “No Service”….. but my coworker has gotten “no service” 3 or 4 times today.

I agree with the above statement. I my working with support they keep saying that we need to check the network but the network is not the issue. This needs to be addressed at a Higher level. I will be contacting my partner manager and reporting this as well. 

​@Espo,

Thank you for the update. I’ll be escalating this matter to our Executive Response Team to ensure it receives the attention it deserves.

Please send me a direct message with your account details (company name and contact email) so we can continue monitoring your case and coordinate updates more closely.

Thank you for your patience while we work to get this resolved.

Thanks for sharing your feedback as well, ​@ANayudu please continue working with your Partner Manager to ensure you’re receiving the proper assistance and that your case is handled with the right level of attention.

We do not have Mitel, we have the Yealink desk phones and headsets, and experience multiple dropped calls daily.  We have checked out connections and everything on our end, sent in multiple examples under the case and I have yet to hear anything back from them.  I continue to send in examples and no response at all since the initial ask for details of calls to be sent.  We have had nothing but issues since going live in January and to the point our board is ready to take legal action.  The amount of calls we have to attempt to reach patients is ridiculous and time consuming.  We were promised “white glove” service we paid for and yet our CSM hasn’t reached out since asking to meet on October 15th, a date he provided, and he never set up the meeting.  The customer service, technical service is nothing what we were promised during the sale of the system.  Last major issue took us 4 months to resolve, and we ultimately lost revenue due to their lack of follow through and taking these issues serious.

With the Yealink. Have you tried unassigning and reassigning the phones to the users. I would try with one user. In the Admin Portal go to the user then devices then change the device to the RingCentral app and save then go back in and reassign the phone that was originally used. Have the use test if this works do this to the rest of the phones. 

Hi ​@cchristensen, please send us a DM with your contact details and any related ticket or case numbers so we can check this for you right away. Thanks!

Have you received any updates from Ring Central on the “no service” issue? We have hundreds of MiTel 6940 phones at several different locations with different ISPs going in and out of service. I’ve opened several tickets with Ring Central where I was informed that it was a network issue. Ring Central support didn’t seem to be aware of this issue even though it appears that many other customers are experiencing these issues. This issue is definitely not network related and we need to find a solution to this ASAP. 

I am working with Tier 2 support to get to tier 3 and hopefully the Mitel engineers that they work with. Will update here when I know more. 

Thanks for the update, ​@ANayudu. We really appreciate you keeping us in the loop!

​@ANayudu ​@ShaunJ.90   An update, I’ve been working with several different people from Tier3 support and their executive response team. We’ve definitively ruled out any network/firewall issues as the new Yealink has  no issues, and we’ve had the “no service” issue when sending a phone home with a staff member that works remote. They are stopping all network troubleshooting and are engaging with Tier 3 product/platform with Mitel to determine if its a possible Firmware/Device bug.

They are testing rolling us back to a prior firmware (prior to the June 2025 firmware update), we are going to do it on a single phone to test and then if all is well downgrade to the rest of our phones until a fix is implemented.

I Implored RingCentral to stop gaslighting customers in to thinking the issue lies with their network/firewall, we’ve proven that its 100% NOT a network issue. My advice is don't accept the Tier 1 and 2 responses. I had to pushback on Tier 1, Tier 2, Tier 3 when they went to Mitel and Mitel came back with “it seems like a network/firewall issue” then i pushed back to another Tier3 until i was escalated to their Tier3 Network/QOS analyst.

For all your tickets, have them reference our Case# 29565861, that should reflect all of time I’ve been going back and forth with RingCentral on this issue, and they’ll be able to skip the B.S.

thank you for this information. 

​@ANayudu  One thing that was discussed with their Tier3 network/QOS person: I asked if the Yealink is using a different protocol (UDP) vs. the Mitel using TCP and that's where the issue is stemming from? If that's the case it makes me wonder if the Mitel/RingCentral integration has been problematic from the beginning.

The local school district Network Engineer had told me they’ve had no service issues since they migrated to RingCentral, but it was random and not very often, so they chocked it up to internet or a one-off issue.

My gut tells me this issue has been there from the beginning and only come to the surface in the recent September firmware update where it got much worse. If I’m Mitel, I’d look at how Yealink or Poly is implementing their protocols and integration with RingCentral, then determine why they are not having these same issues as Mitel Phones.

Thanks for the update! On my latest ticket I was still informed that it was an issue with our network and that no other customers were having this issue, even though I could recreate this on my home network. Hopefully the previous firmware resolves things until they can implement a fix. I will reference that ticket number in my response. 

Appreciate the update here - and great recommendation to share your case number to associate other cases that are experiencing the same issue. 

I will say, we aren’t in the practice of gaslighting. If you run into another situation like this, please feel free to reach out to this team and we’ll be glad to assist in escalating.
The Community team is always glad to help.