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charles-roberts1738 avatar image
charles-roberts1738 asked mike commented

Callers report my number has been disconnected

I've had a couple of people lately report to me that when they call my RingCentral number, they get a message that the number has been disconnected.  Of course, these are people who also know how to reach me on my cell phone.  I wonder how many other people are calling my RingCentral and getting the same disastrous result.  One caller was local, the other was in another state.  We are all in the U.S.  One of the callers uses a VoIP system, the other a PRI.  I'm not getting any help from RingCentral customer support.

Any ideas?
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6 Answers

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kim avatar image
kim answered
Charles - a few things to check in this situation. 
  1. Make sure the bill is paid.
  2. See if the issue is limited to a specific carrier (T-Mobile, AT&T, Verizon, etc.) If you can limit it down to the specific carrier then our team can open a case with that carrier to have them check the routing. You will want to document the test calls (Date, Time, Called (to), Called (from +carrier), result). 
  3. If it's multiple carriers, please let us know. 
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charles-roberts1738 avatar image
charles-roberts1738 answered kim commented
1.  Bill is on auto pay.
2. One carrier is Colynk, the other is First Digital.  I'm checking on a third.
3. Multiple carriers

And, I should note, that the phone is working for the vast majority of callers.
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kim avatar image kim commented ·
Okay. If it's multiple carriers, then I suggest opening a case. 

The Support Team will need calls samples within 24 hours (so if your testing today...Great!!). Please put at least 3 call samples into the case (maybe 1 from each carrier that is failing). Here is the template they will need. 

Date: 
Time: (exact time with time zone please)
Called To#:
Called From # + Carrier:
Result: error "___" 


Once you open a case please post the case number here and we'll follow up on it for you! :-) 
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charles-roberts1738 avatar image
charles-roberts1738 answered kim commented
Thanks, but I do not have an 800 number.
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kim avatar image kim commented ·
Okay. Then that is unrelated.  Did you create a case? if so let me know the case number and i'll follow up on it. 
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kim avatar image kim commented ·
Great. Please put every example you get (as they come in) in the template form into your case. 
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kim avatar image kim commented ·
I don't see many of those test calls in the case (of the calls that failed). Can you please add those into the case notes? 
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kim avatar image kim commented ·
To update the case with further information please login to http://success.ringcentral.com/RCContactSupp  Select contact support, and you will be able to see view: all open cases at the bottom of the page. 
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charles-roberts1738 answered mike commented
I just uploaded one.  I'll try to get more today.
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kim avatar image kim commented ·
Charles - just wanted to checking in with you on this. Let me know how things are going. :-) 
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charles-roberts1738 avatar image charles-roberts1738 commented ·
Thanks for following up.  The "case" has been elevated to Tier 2 status (not sure what that means).  They said it would be 24-48 hours before I hear back.  It's been about 46 hours.  No report yet.
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mike avatar image mike commented ·
Thanks for posting Charles.  I'll look at this now and see what I can do to speed this up for you. 

Mike 
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charles-roberts1738 avatar image charles-roberts1738 commented ·
I've added a bunch of new calls from this morning.  Hopefully this will allow RC to de-bug the problem.
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mike avatar image mike commented ·
Hi Charles,  After following up on your case, I see that the issue was resolved. Please post again if we can help you out. 

Mike
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kim avatar image
kim answered
See if this is related to your issue. Do you have an 800 number?  

https://community.ringcentral.com/ringcentral/topics/-unable-to-receive-calls-on-my-800-numbers 
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charles-roberts1738 avatar image
charles-roberts1738 answered
Case Number: 04513347.

Thanks. I just got another report that the caller tried from the office, cell phone, and Google Voice.. None of the calls would go through.

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