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kim asked mike commented

Resolved: Experiencing QoS issues?

We have had reports from some customers regarding  QoS Issues and our engineers are investigating this.
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kim avatar image
kim answered
We need some additional information. If you are experiencing QoS issues, please post the screenshot below of your traceroute and let us know what exact symptoms you are seeing. 
       If you opened a case, please let us know your case number here with your traceroute.

Parent Case 04637115
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thrasher avatar image
thrasher answered kim commented
Our call quality is horrible and several clients have reported getting a busy signal when they called. Can't take a screenshot of that.
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kim avatar image kim commented ·
Are you able to take a screenshot your traceroute results on that network?
Who is your ISP? 
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thrasher avatar image thrasher commented ·
I don't know what traceroute results are? or how to find them?

My ISP is comcast.
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thrasher avatar image thrasher commented ·
https://www.dropbox.com/s/j9lqwbfkkjy9267/Screenshot%202016-05-16%2015.19.47.png?dl=0
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thrasher avatar image thrasher commented ·

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kim avatar image kim commented ·
Thank you! 
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kim avatar image
kim answered jeff-wallace1992 commented
We need some additional information: 
  • What is your case number? 
  • Is a call sample posted in the case? 
  • Who is your ISP? 
  • Where are you located?
  • Post screenshot of traceroute results here, or PingPlotter results.
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kim avatar image kim commented ·
Case# 04637279
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jeff-wallace1992 avatar image jeff-wallace1992 commented ·
All phones were offline except for an employee out of state.
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thrasher avatar image thrasher commented ·

I don't have a case number. I called your support line and they said to check here for more info. I don;t have a sample call...just reports from multiple clients.
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jeff-wallace1992 avatar image jeff-wallace1992 commented ·

  • What is your case number? None
  • Is a call sample posted in the case? See above 
  • Who is your ISP? Brighthouse
  • Where are you located? Lakeland, FL
  • Post screenshot of traceroute results here, or PingPlotter results.
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jeff-wallace1992 avatar image jeff-wallace1992 commented ·
Just came back up
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michael-burns1991 avatar image
michael-burns1991 answered kim commented
I have a case open on this ... just spoke with rep and posting the traceroute here
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kim avatar image kim commented ·
Michael, you case# is 04637286 
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kim avatar image
kim answered
We are also getting reports of phones going offline, therefore calls are going straight to voicemail. 
Can others provide more additional information listed above?  

Parent Case 04637288 INC-17401
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danno147 avatar image
danno147 answered danno147 commented
Case #04637374.  Comcast is ISP.
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kim avatar image kim commented ·
Thank you! 
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danno147 avatar image danno147 commented ·
traceroute




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kim avatar image kim commented ·
Thank you Danno. 
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danno147 avatar image danno147 commented ·
He took the instructions literally in the first one; anydomain vs. sip.ringcentral.com




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danno147 avatar image danno147 commented ·
Call Examples
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greg-fagenstrom832 avatar image
greg-fagenstrom832 answered greg-fagenstrom832 commented
Issues with call quality since about 11AM MST, phones went offline a couple of times about an hour ago. 

I'm with Charter Communications in Great Falls, MT.


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kim avatar image kim commented ·
Thank you Greg - this info is helpful. Do you have a case number? If not, that's okay. 
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greg-fagenstrom832 avatar image greg-fagenstrom832 commented ·
I don't
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kim avatar image
kim answered
What we need is someone with an open case with a call sample. If you have that please let me know the case number, and update your case with a call sample [date, time, called to, called from, result]. 

Does someone have this info for? 

To update case login to h ttp://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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peter-anania1994 avatar image
peter-anania1994 answered
Tracing route to sip.ringcentral.com [199.255.120.146]over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  [redacted]
  2    10 ms     9 ms     9 ms  [redacted] 
  3    10 ms     9 ms    32 ms  [redacted]
  4    11 ms    11 ms    11 ms   ten0-3-0-4.orld48-car1.bhn.net [71.44.60.12] 
  5    12 ms    20 ms    12 ms   72-31-220-162.net.bhntampa.com [72.31.220.162] 
  6    14 ms    15 ms    18 ms   hun0-2-0-7.ORLD71-cbr1.bhn.net [72.31.220.228] 
  7    11 ms    15 ms    16 ms  4.68.70.153 
  8     *        *        *     Request timed out.
  9    49 ms    35 ms    34 ms   RINGCENTRAL.ear2.Washington1.Level3.net [4.59.144.170] 
 10     *        *        *     Request timed out.
 11     *      166 ms     *     199.255.120.146 
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *      158 ms     *     199.255.120.146 
 16   160 ms     *        *     199.255.120.146 
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *      165 ms     *     199.255.120.146 
 23     *        *        *     Request timed out.
 24   163 ms   155 ms     *     199.255.120.146 
 25     *        *      161 ms  199.255.120.146 

Trace complete.
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peter-anania1994 avatar image
peter-anania1994 answered
Case #04637411
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