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hootsuite-app19 avatar image
hootsuite-app19 asked kim commented

** Is RingCentral down in Canada? **

In response to lnmerdja on TWITTER: https://twitter.com/lnmerdja/status/729692661276409856 @RingCentralCare is RC down? I can't phone and my fax service is sending a busy signal.
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mf-trades answered kim commented
I'm in Canada and I can't even call the USA support line. The automated operator says the number is not in service.
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kim avatar image kim commented ·
Thank you for the additional information.  Please contact the vendor you use in Canada as it seems they are having issues routing to RingCentral. 
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mf-trades avatar image mf-trades commented ·
Multiple users from varied vendors are trying to fax in. They all receive a busy signal. RC fax is digital and doesn't depend on my vendor. I also tried to phone from 3 different phone vendors. Some won't even connect.
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kim avatar image kim commented ·
There is usually a common "carrier" that routes these in and it seems they are having issues routing those to RingCentral because those calls/faxes are not reaching their destination (RingCentral). 
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mf-trades avatar image mf-trades commented ·
Received your test fax. Now what? Who is the third party that is down in Canada?
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kim avatar image kim commented ·
I just sent a couple test faxes to your account, and 1 originally had "no answer" and was resent successfully.
 


Contact the vendor in Canada for the failed routing they are experiencing.  Please feel free to keep us updated after you speak with them.  They will possibly need call samples of the failed ones. 
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kim answered
10:51 AM MT

Our engineering team is continuing to reach out to the carrier, however it will help speed things up if you contact them as well with Call Samples. 
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Kelly Demoline avatar image
Kelly Demoline answered
All inbound calls to our toll free numbers from Canadian numbers fail.  We've provided lots of call samples, but so far, there hasn't been any response.  It is very frustrating to loose so much business because Canadian customers receive busy signals or the call fails entirely when they try to reach us.
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Jay Byers avatar image
Jay Byers answered
Having the same issue, I'm with rogers, cant even call RC support.
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Kelly Demoline avatar image
Kelly Demoline answered
As far as we can tell, this affects ALL Canadian landlines and mobiles - no one can reach any Ring Central toll free numbers.  I don't think this is an issue with a single 3rd party vendor.  When will it be resolved?
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kim avatar image
kim answered
The Canadian carrier that is experiencing the issue is currently aware and is working towards a resolution at this time. They have provided no ETA.   
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kim avatar image
kim answered
RingCentral has received reports that a PSTN carrier is experiencing issues routing to 800 numbers from Canada. This is affecting traffic to some RingCentral customers. That carrier is currently aware of, and is working internally to resolve in order to mitigate the issue.  We apologize for any inconvenience caused by their interruption.  

There is no need to contact RingCentral Support as the issue is on the 3rd party carrier, but our engineers are working with them.  We do not have an ETA at this time.

Thanks for your patience.
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Kelly Demoline avatar image
Kelly Demoline answered
We've tried multiple landline and mobile carriers in Canada, and none we've tried have worked so far.  This includes all of the majors - Bell, Telus, Rogers, etc.  Canadian toll free numbers provided by other providers seem to work without problem.
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greg-yyc1155 avatar image
greg-yyc1155 answered
Brutal.  We're out of business when our toll free #s die, and RC can't provide any insight other than it's a carrier issue .. even though it's affecting EVERY carrier apparently, since we've tried from all of the majors and it's consistently failing across them.

Why is no other toll free I'm dialing outside of RC working fine then? 
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Nick Pappas answered kim commented
Am not in Canada and my phone are not working second time in last than a month!

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kim avatar image kim commented ·
@Nick - this thread is specific to the issue in Canada.  Please generate a new thread specific to the issues you are seeing. 
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Nick Pappas avatar image Nick Pappas commented ·
I have NO PHONE SERVICE IN OR OUT OF OUR OFFICE?? Your website is up and down too.. Am going back to AT&T 

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kim avatar image kim commented ·
@Nick - Here is a related thread to your issue. 
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