SMS Main Number Bug on Mobile

​@Mary-Community_Moderator 

​@PhongVu 

​@Mike Stowe 

Hi ​@myobgyn,

Thank you for reaching out and sharing the details of your situation. I’d love to help get this sorted for you. To start, I’ll review the details you’ve shared and escalate this internally to ensure it gets the attention it deserves.

In the meantime, could you confirm the support ticket number(s) you’ve opened? This will help me follow up more effectively.

Thank you Mary!!

Case# 26339898

thread::50D4UbtCe7-luMSYubsDN

last communication from “tier 3 advanced support group”. “Glenn”, Jan 2nd. Case opened November

On Jan 2, 2025 at 11:57 AM, <Tech Support> wrote:
 

Hello Eric-Good day! I hope you had a great Christmas and New Year's Eve. Our apologies for the tardy revert.The problem you have reported was determined to be related to known issue that we are tracking internally [PLA-86539 Wrong feature for main company number of HUD delegator] Our Engineering and Product Teams are on it. I was informed that the fix for the issue is being discussed for roll-out within this quarter (Q1 of 2025). We will update you as soon as it's resolved.All the best,GlennAdvanced Support Group - Tier 3Global Services and Solutions | RingCentral--------------- Original Message ---------------From: Eric Rothschild MD [myobgyn@gmail.com]Sent: 12/30/2024 12:42 PMTo: techsupport@ringcentral.comSubject: Re: RingCentral App Escalation Acknowledgment | Case Number 26339898 [ thread::50D4UbtCe7-luMSYubsDN[EXTERNAL]          Tier 3 Support….  This ticket is open for almost 60 days, and the bug has been present for close to 90 days.     Do you have an update for me on what is going on and any resolution?  I    being ignored, and will soon be reaching out to my account manager to notify them that RingCentral is not meeting expectations or providing support of any kind, and will be looking for another provider after 11+ years with RingCentral     Thank you.     Eric Rothschild MD                     >   > On Nov 28, 2024 at 11:41 AM,  <Tech Support (mailto:techsupport@ringcentral.com)>  wrote:>   >   >   >  Hello Eric- Good day! Your ticket has been escalated to Tier 3 Support. Thank you for your cooperation and patience through our support escalation process. We will contact you to provide status of the case after we have reviewed the case notes. During this time, we will attempt to reproduce your problem in a test lab environment as well as put together an estimated timeline when you can expect a resolution. Please reply to this email if you have specific callback hours. You can also follow-up on this ticket by calling our Customer Support hotline at 888-898-4591 Thank you for choosing RingCentral as your communications provider. All the best, Glenn Advanced Support Group - Tier 3 Global Services and Solutions | RingCentral --------------- Original Message --------------- From: Eric Rothschild MD [myobgyn@gmail.com] Sent: 11/27/2024 3:15 AM To: techsupport@ringcentral.com Subject: Re: RingCentral App Escalation Acknowledgment | Case Number 26339898 [ thread::50D4UbtCe7-luMSYubsDNA0:: ] [EXTERNAL] Still an issue. Running current app version.  >   >  On Nov 27, 2024 at 2:10 AM,  <Tech Support (mailto:techsupport@ringcentral.com)>  wrote:  >   >   >  Hello, Doctor Eric  >   >  This case 26339898 on the issue of the company number is not showing as an option for outbound SMS in the RingCentral MVP mobile app is now escalated to RingCentral MVP mobile app engineers. One of the escalation team member will reach you as soon as there will be updates.  >   >  By the way, is your mobile app has now the app version 24.4.25? Do you still have the issue? Please advise.  >   >  Thank you. Have a nice rest of the day.  >   >  Kind regards,  >   >  Theresa Binalla  >  MVP App Advance Support  >  RingCentral Inc.  >   >   >  --------------- Original Message ---------------  >  From: Eric Rothschild MD [myobgyn@gmail.com]  >  Sent: 11/22/2024 8:57 AM  >  To: techsupport@ringcentral.com  >  Subject: Re: RingCentral App Escalation Acknowledgment | Case Number 26339898 [ thread::50D4UbtCe7-luMSYubsDNA0:: ]  >   >  [EXTERNAL]  >   >   >   >  Anytime. Call me directly at 954.494.2900 please  >   >   >   >   >   >   >   >   >   >   >  On Nov 22, 2024 at 11:36 AM,  <Tech Support (mailto:techsupport@ringcentral.com)>  wrote:  >   >   >   >   >   >   >   >   >  Hello, Eric  >   >  Theresa here of RingCentral App Advance Support. Your ticket 26339898, has been escalated to RingCentral App Advance Support. We appreciate your cooperation and patience through our support escalation process. The next step will be to review the case notes in the ticket and gather all the information that has been obtained up to this point.  >   >  Please reply to this email with your preferred callback time so we can call you back. We may need to do some additional testing to try to reproduce the issue and appreciate your cooperation as we work towards finding a resolution for you.  >   >  Thank you. Have a nice rest of this day; and, have a restful weekend.  >   >  Regards,  >   >  Theresa Binalla  >  MVP App Advance Support  >  RingCentral Inc.  >   >  thread::50D4UbtCe7-luMSYubsDNA0::  >>

Thanks for sharing this! I'll reach out to the team and keep you posted with updates through DM.

Any updates yet??

This has only gotten worse, with no communication from RC escalation teams. Ticket opened in NOVEMBER. 

SMS is critical to our business and customers. 
We need a response and more importantly, a resolution …before I start talking to other vendors!!

Hi! I know you’ve been working with ​@PhongVu on this. Let me check in with him and get back to you.