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URGENT - Business Critical SMS Failure - Support Wants Me to Wait 10 Days - Losing Revenue Daily

  • April 9, 2026
  • 4 replies
  • 27 views
7
The First Step

My company main number has been unable to receive ANY inbound SMS since Monday April 6th. I am an independent insurance agency. Every text I am not receiving is a potential client or existing client I am losing. This is directly costing me money every single day.

I can SEND outbound SMS fine. My other number works perfectly. SMS logs show messages as 'Delivered' but they NEVER appear in any app — iPhone, desktop app, web app — nothing. All configuration is correct. Fax/SMS recipient correctly assigned. This is 100% a backend carrier-level inbound routing issue on this specific number.

RingCentral support has been completely useless. I have called repeatedly, over and over, trying to get this fixed, and been told it's 'escalated', then one person emailed me and offered me an appointment on APRIL 19TH. That is 10 days away. 10 days of missed client communications. 10 days of lost sales. 10 days of a broken service I am paying for.

I need an RC engineer to look at the inbound routing/provisioning on this number immediately. This is not a configuration question. This is a backend fix that someone with server access can resolve.

How is this acceptable?

    4 replies

    Mary-Community_Moderator
    Community Manager
    Forum|alt.badge.img+3

    Hi ​@7cody, 

    Based on your description, this does sound like a backend routing or provisioning issue that needs deeper investigation. I also hear your frustration with the delay. That’s definitely not ideal given the impact.

    I’m currently reviewing your case and working on getting this escalated internally for urgent attention.

    BeckyH
    Community Manager
    Forum|alt.badge.img+5
    • BeckyH
    • Community Manager
    • April 10, 2026

    ​@7cody Mary and I are focused on helping get you some answers. 
    Please continue to work with Mary and our Executive Response Team, but feel free to connect with Mary and I via the Community.Support@RingCentral.com email. 
    We both have visibility and can support you until we get some resolution. 

      7
      The First Step
      • 7codyThe First Step
      • Author
      • The First Step
      • April 10, 2026

      I called several times. Being told escalated, after waiting 2 days, then having to reach tier 1 and being told escalated again (then same day not 2 adys later this time) I was told schedule at ime on a calendar with earliest availability 10 days later is unacceptable.

       

      When you destroy my business, lose me 2 customers (I lost 2 customers, can probably get them back next year), you should be trying to fix the problem as soon as you can. Never should my SMS go dark several days with me calling and calling and calling.


      Yesterday, I spent all day. Calling. calling. kept calling until I finally got someone at RingCentral to fix it. Its fixed now. You know the fix? You requesting partner carrier to disconnect and reocnnect the number.

      Nightmare. Ive marked when my contract ends, and I’ll be looking to switch to a new platform at that time.

      BeckyH
      Community Manager
      Forum|alt.badge.img+5
      • BeckyH
      • Community Manager
      • April 10, 2026

      I called several times. Being told escalated, after waiting 2 days, then having to reach tier 1 and being told escalated again (then same day not 2 adys later this time) I was told schedule at ime on a calendar with earliest availability 10 days later is unacceptable.

       

      When you destroy my business, lose me 2 customers (I lost 2 customers, can probably get them back next year), you should be trying to fix the problem as soon as you can. Never should my SMS go dark several days with me calling and calling and calling.


      Yesterday, I spent all day. Calling. calling. kept calling until I finally got someone at RingCentral to fix it. Its fixed now. You know the fix? You requesting partner carrier to disconnect and reocnnect the number.

      Nightmare. Ive marked when my contract ends, and I’ll be looking to switch to a new platform at that time.

      I’m really sorry to hear this. 
      We are working closely with Executive Response Team to address the issues you’re experiencing. 
       

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