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keith12 avatar image
keith12 asked kim commented

Number Porting Issues - Calls route to Old and New Providers

I ported my number over to RC and everything seemed to be fine.  The number showed up in my RC account and I can make and receive phone calls.  

Then I started receiving emails from customers saying they couldn't not reach us.  I was able to replicate the problem with my cell phone.  Depending on the carrier of the caller, the call would either route to my old provider or to RC.    So, I reconnected my old providers ATA and sure enough, i would receive phone calls on both devices (RC and the old provider).   

I spoke with RC tech support and they said from their side the port was successful,  and that I needed to contact my old provider and have them remove the number 100% from their database.  I have contacted them, and they removed the number.  Now, certain callers just receive a busy signal and I am caught in the middle between RC and the old provider.  They each keep pointing the finger at each other.
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mike avatar image
mike answered kim commented
Hi Keith I located your case and saw that it was escalated to another agent today. If you don't hear back in a few hours feel free to reply here. 

Mike 
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keith12 avatar image keith12 commented ·
Thanks mike.  The 2nd tier tech did just call me.  and I was able to get NO WHERE with him.  I couldn't get him to understand that depending on the carrier of the caller, the call is either handled by RC or the old provider.  He basically told me i was telling the truth and that, that is not possible.  Also a previous tech at RC told me that RC does not guarantee VOIP to VOIP call completion and that was my problem and there was nothing RC could do about it.  THe 2nd tier tech asked me why i was calling RC about calls being handled by my previous carrier.  I tried to explain to him that I was calling RC b/c I was paying them to provide me dial tone and service.  RC keeps claiming they are able to make test calls just fine so there is no problem.  If this is the level of service I can expect from RC, will just port my numbers again to another VOIP provider.  This is insane!
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ringcentral35 avatar image ringcentral35 commented ·
Did you contact the account manager for your account?
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mike avatar image mike commented ·
Hi Keith, I located your case and it looks like they are still working on this. You can ask questions or add comments to the case if you wish. If you need any assistance let us know and we can check for you also. 
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keith12 avatar image keith12 commented ·
Mike, are you able to provide any additional assistance.  I seem to be getting no where with support and keep having to start back at step 1 with each tech i work with.  It seems as if no one has any idea how to proceed with this problem, even though one of the 1st techs I worked with was able to reproduce the problem by making test calls from different phone numbers at RC.  Everyone keeps saying, it is working fine, but it isn't.  
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mike avatar image mike commented ·
Hi Keith,  How have things been working since yesterday afternoon. According to your ticket there was some work done yesterday.  Let me know if you are still experiencing problems today and if so I can definitely escalate this again. 

Mike 
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ringcentral35 avatar image
ringcentral35 answered ringcentral35 commented
It was happening to us too.  Is the delay on the other carriers... they need to update their routing information, it takes some days...
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keith12 avatar image keith12 commented ·
How long did it take for you?  The porting was completed on 5/4, so i am 8 days in....I is frustrating b/c I am losing customers
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ringcentral35 avatar image ringcentral35 commented ·
I take several days, around one week maybe.  But you should put a case to get RingCentral pushing the underlaying carrier and forcing the update.
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