Defective phones

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cody asked Jul 23, '15 Chuck Fuscone commented Jul 23, '15

Defective phones

Has anyone had any issues with RC not being able to get one of their phones to work?

We are a new customer and had 3 of our initial 20 phones not work on arrival. Got 3 replacements and that solved the problem for 2 out of 3. Got another replacement for the third and still no luck. Tried a third one and still not up and running. I have had 3 phones and 4 days worth of one of my employees not being able to work. I would think this should be something that is easily fixable, but they can't seem to get their programming act together. All phones are plugged into the same switch at our office so it is an identical setup to the other 19.

Getting a little frustrated and ready to drop RC at this point since I'm still in the trial window.

The best tech support said they could do was escalate the issue and that I should hope for a call within 48 hours. How is that an acceptable timeline after I have already been down for 3+ days?

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Answer 1 · 2015-07-23T14:44:26Z

cody answered Jul 23, '15

Nothing on our side, that has already been fully tested by RC and us. It is just one extension they can't seem to get their programming to work on.

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Answer 2 · 2015-07-23T14:50:39Z

danno147 answered Jul 23, '15

Although I've had some bad phones in the past, I have always had success on getting them replaced without any issues.

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Answer 3 · 2015-07-23T14:52:45Z

cody answered Jul 23, '15

They do seem quick to replace, but unfortunately after 3 phones on that extension nothing has changed.

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Answer 4 · 2015-07-23T15:41:24Z

ringcentral35 answered Jul 23, '15 Chuck Fuscone commented Aug 27, '15

We got several RC phones (Polycoms and Ciscos) none of those shows any problems. Considering that ratio of failing phones, my bet is for your side, I mean something between your router, switch, ISP.

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Chuck Fuscone commented · Jul 23, 2015 at 04:04 PM

Define not working. Not able to register? What does the phone say?

Do you have enough IP addresses in our scope?

or possible duplicate IP some where which would cause an issue.

I would check the IP's on the working phone and the one that dosent work

I would after hours turn down some of the phones or unplug and then plug in the one that is not working to see the result.

Or take the phone to another location, like home to see if it still fails.

Just some basic trouble shooting.

Chuck
Certified Ring Central Installer
chuckfuscone@gmail.com

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Answer 5 · 2020-07-28T13:06:24Z

ringcentral35 answered Jul 28, '20

Thanks for sharing. Couple of things you can do is connect that phone in a different place of the network to discard network ports problems. Did you try creating a other extension number? So 19 phones are working fine but one ?

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