Regarding RingCentral Case 09433975
About a week ago our outbound text messaging from our RingCentral app to AT&T wireless customers stopped working. This has been confirmed by multiple users. All other carriers are receiving and sending text messages fine.
Initially (Sept 20th) when I talked with RingCentral support they checked the "logs" and said nothing is wrong and told me that I should have my customers call AT&T check their accounts. (Probably the most ridiculous suggestion ever). Only upon my insistence did the RingCentral support escalate the issue to "Tier 2 Support".
This morning (Sept 23) I received this message from Tier 2 Support: "We reviewed the logs for outbound
messages from (your number) it shows no errors over the past 24 hours. Looking back to the 21st I do show a number of errors labeled "Unknown error" on their side. Can you please retest the messages to the provided numbers and advise if the messages continue to fail at this time?"
I can confirm that I have tested AT&T numbers today and they are still not receiving my texts.
Please fix this issue as soon as possible as it has a major impact on our business operations.