Our phone system is completely offline. No email from RingCentral, just the following message on service status. I am unable to contact customer support because their phones and chat are also down.
Has this ever happened to anyone before? If so, how long were they down? This is completely unacceptable.
Incident status updates
January 22, 2025 13:58:45 ESTRingCentral Contact Center teams continue work to isolate the issue. No workaround has been identified at this time, but efforts are ongoing. The next update will be provided when a significant change in status occurs. If you are experiencing this issue, please reach out to customer care.
January 22, 2025 12:10:19 ESTRingCentral Contact Center teams are working to isolate the issue and have attempted several troubleshooting methods. No workaround has been identified at this time, but efforts are ongoing. The next update will be provided in 2 hours or when a significant change in status occurs.
January 22, 2025 11:41:30 ESTA portion of Contact Center customers may be experiencing digital contacts failing to route. RingCentral Contact Center teams are investigating this issue and will provide updates as they become available. If you are experiencing this issue, please reach out to customer care.
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I was able to forward all our calls to ouside cell number. There is option I found to forward all company calls.
With this current outage is there any way/work around to forward all numbers to an outside cell phone number?
Hi @JBurden3,
Our team is currently awaiting an update regarding a possible workaround. I’ll make sure to share it with you as soon as we receive any new information.
Thank you for your patience!
I was able to forward all our calls to ouside cell number. There is option I found to forward all company calls.
how? All I see under forward all company calls is to RingCentral extensions or queues
We sincerely apologize for the inconvenience caused by the current calling outage. Please know that our team is actively working to resolve the issue as quickly as possible.
We deeply appreciate your patience and understanding as we address this situation.
How does Ringcentral plan on reimbursing its customers for time loss during the outages? This is indeed a very dangerous situation for any medical practice. As a private psychiatric clinic in Houston this is a HUGE liability. We are literally working with people who already have trust and abandonment issues. We also have to address serious situations from patients who are dealing with side effects or prevent life threatening situations from occurring. Patients aren’t even able to get our notice that our lines are down.
I was made aware to contact our account manager for further assistance. If you don’t know who that is, Ms. Becky & Ms. Mary were extremely helpful in getting that information. I am still working on this, I’ll give you an update on this experience as it goes.
How does Ringcentral plan on reimbursing its customers for time loss during the outages? This is indeed a very dangerous situation for any medical practice. As a private psychiatric clinic in Houston this is a HUGE liability. We are literally working with people who already have trust and abandonment issues. We also have to address serious situations from patients who are dealing with side effects or prevent life threatening situations from occurring. Patients aren’t even able to get our notice that our lines are down.
I was made aware to contact our account manager for further assistance. If you don’t know who that is, Ms. Becky & Ms. Mary were extremely helpful in getting that information. I am still working on this, I’ll give you guys an update on this experience as it goes.
I was able to forward all our calls to ouside cell number. There is option I found to forward all company calls.
how? All I see under forward all company calls is to RingCentral extensions or queues
This was confirmed to not work. You can forward all company calls to an extension, and from there to an outside cell number. inbound calls still fail.
Outage here most of the afternoon. Two thoughts...this is the first significant RC outage in the 4+ years we’ve been using RC. If you have a mission-critical business model then it might be a good idea to have a backup telecom plan.
We use an RC-Persist interface that allows us to make some outgoing calls via POTS lines. Not perfect, but it works.
Outage here most of the afternoon. Two thoughts...this is the first significant RC outage in the 4+ years we’ve been using RC. If you have a mission-critical business model then it might be a good idea to have a backup telecom plan.
We use an RC-Persist interface that allows us to make some outgoing calls via POTS lines. Not perfect, but it works.
Any work around to be able to receive inbound calls in the event of a RingCentral outage?
We sincerely apologize for the inconvenience caused by the current calling outage. Please know that our team is actively working to resolve the issue as quickly as possible.
We deeply appreciate your patience and understanding as we address this situation.
How does Ringcentral plan on reimbursing its customers for time loss during the outages? This is indeed a very dangerous situation for any medical practice. As a private psychiatric clinic in Houston this is a HUGE liability. We are literally working with people who already have trust and abandonment issues. We also have to address serious situations from patients who are dealing with side effects or prevent life threatening situations from occurring. Patients aren’t even able to get our notice that our lines are down.
We sincerely apologize for the inconvenience caused by the current calling outage. Please know that our team is actively working to resolve the issue as quickly as possible.
We deeply appreciate your patience and understanding as we address this situation.
How does Ringcentral plan on reimbursing its customers for time loss during the outages? This is indeed a very dangerous situation for any medical practice. As a private psychiatric clinic in Houston this is a HUGE liability. We are literally working with people who already have trust and abandonment issues. We also have to address serious situations from patients who are dealing with side effects or prevent life threatening situations from occurring. Patients aren’t even able to get our notice that our lines are down.
They will tell you to fill out a form and email it in, like they don’t know everyone across their whole system was affected. And it’ll only be a few dollars. Welcome to RING.
That better not be the case. If we need to take legal action we will. Because this can not be happening throughout the year.
This is not the case. I have been updated with some steps from our team which I will share with you when I have a free moment, @sara-3
Thank you. I would like to make sure these steps are easily accessible to everyone who has gone though this. I understand you and Ms. Mary are the middlemen in this situation. And I can confirm you both have been extremely helpful in guiding me on how to address this situation. Thank you.
Is there any work around to forward all incoming calls to an outside cell phone number?
Yes you can forward your main line to outside phone number (Incoming call section under Auto Receptionist).
Is there any work around to forward all incoming calls to an outside cell phone number?
Yes you can forward your main line to outside phone number (Incoming call section under Auto Receptionist).
A great solution for smaller offices. We have almost 300 RingEX users plus Contact Center so not as useful for us.
We have transferred our main line to our AI agent who is taking messages for us.
Is there any work around to forward all incoming calls to an outside cell phone number?
Yes you can forward your main line to outside phone number (Incoming call section under Auto Receptionist).
This was confirmed to not work. You can forward all company calls to an extension, and from there to an outside cell number. inbound calls still fail.
@sara-3 @BeckyH @Mary-Community_Moderator
Becky and Mary have not responded to my requests to get my account managers information for about 45 minutes.
The RingCentral Sales exec who onboarded us finally emailed me back however. You will never guess what he said:
“We have an outage that is intermittently impacting inbound & outbound calling. We pride ourselves on highly reliable systems and our Engineering staff is working to get you back up and running. Of course, RingCentral will provide a full RCA once service is fully restored, as that is our #1 priority at this time.
Thanks for your understanding and patience.
Please check the RingCentral Service Site for the most up to date status.
Becky and Mary have not responded to my requests to get my account managers information for about 45 minutes.
The RingCentral Sales exec who onboarded us finally emailed me back however. You will never guess what he said:
“We have an outage that is intermittently impacting inbound & outbound calling. We pride ourselves on highly reliable systems and our Engineering staff is working to get you back up and running. Of course, RingCentral will provide a full RCA once service is fully restored, as that is our #1 priority at this time.
Thanks for your understanding and patience.
Please check the RingCentral Service Site for the most up to date status.
I’m still in the same boat as you. Just trying to get this started took 2 hours and 51 mins. And I here’s the last email I got from my account manager:
So I am still waiting like you. All I know at this point is that when I get a response back I better not be getting low balled for reimbursement. This is a major liability issue for everyone involved.
@sara-3 @BeckyH @Mary-Community_Moderator
Becky and Mary have not responded to my requests to get my account managers information for about 45 minutes.
The RingCentral Sales exec who onboarded us finally emailed me back however. You will never guess what he said:
“We have an outage that is intermittently impacting inbound & outbound calling. We pride ourselves on highly reliable systems and our Engineering staff is working to get you back up and running. Of course, RingCentral will provide a full RCA once service is fully restored, as that is our #1 priority at this time.
Thanks for your understanding and patience.
Please check the RingCentral Service Site for the most up to date status.
Hi @ZachSantiagoRCR, apologies for the delayed response. I just saw your comment due to the overwhelming volume of messages across all threads. I’ve already replied to your DM about 30 minutes ago.
Ring Central states via the https://status.ringcentral.com/ protal, Root Cause Analysis (RCA) once service is fully operational, will be telling on a number of revelations.
RingCentral’s Americas region Disaster Recovery configuration. If the RCA indicates a Fiber vendor failure out of their control, & it so, what is RingCentral’s Multivendor fiber configuration to their Americas datacenter as a DR to a Telecom vendor’s single point failure.
Does RingCentral have DR Datacenters for the Americas region? if not, WHY, what is that status?
If RingCentral indicates they do not have DR Datacenter redundancy for the Americas region or back channel routing around a single point failure. Then customers like Medical or other industries customers that need non-stop DR via RingCentral, need to think about their reliance on RingCentral as a DR single point failure. & maybe look into a backup router configuration to avoid an outage like this current Ring Central incident.
interesting that the current RingCentral … POSTPONED RingCentral Service Maintenance: Infrastructure changes with routing improvements, may for-shadow a plan to avoid this type of current extended outage.
I run a primary care medical practice. If is incredibly dangerous for patients not to have access to their primary care team--we are the front line who are called if a patient has a medical problem. Inability for patients to contact us could result in serious harm or even death. RC should have had not only a Plan B but a Plan C,D,E and F. Fortunately I had the wherewithal to create a backup system for patients to contact me but the fact that I had to implement it is unfortunate and may engender distrust in my practice. My patients need to trust that my communication systems with NEVER go down. I agree with all the comments above--we customers need more information--whatever you know, tell us so we can do the best damage control we can for our own valued clients.
@sara-3 @BeckyH @Mary-Community_Moderator
Becky and Mary have not responded to my requests to get my account managers information for about 45 minutes.
The RingCentral Sales exec who onboarded us finally emailed me back however. You will never guess what he said:
“We have an outage that is intermittently impacting inbound & outbound calling. We pride ourselves on highly reliable systems and our Engineering staff is working to get you back up and running. Of course, RingCentral will provide a full RCA once service is fully restored, as that is our #1 priority at this time.
Thanks for your understanding and patience.
Please check the RingCentral Service Site for the most up to date status.
When should we expect to see the root cause analysis?
When should we expect to see the root cause analysis?
My rep told me within 3 business days. Thanks.
When should we expect to see the root cause analysis?
My rep told me within 3 business days. Thanks.
This is correct - I know the internal teams are workng on it now.
I am a graybeard IT pro. I know that outages happen. I’ve been through a lot, and have even caused some serious ones myself. How you handle this outage is going to have a huge impact on if we continue to do business with you. I am of course interested in your RCA on the 1/22 outage, but more than that, I’m interested in finding out if you have integrity or not. The fact that you have not updated your uptime metrics from 99.999% uptime is really causing me to wonder if you can be trusted. If those metrics are not updated, what do I care what the root cause is for the outage - I’m no longer going to trust anything you say. If you are honest with me, and honest with your metrics, then we can move forward. If you show that you have no integrity then I don’t know how we move forward from here.
Own it, and lets get past it.
Is there a RCA yet? I don’t see anything on status.ringcentral.com.
