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  • 1.  anyone having issues in the US with inbound calls not connecting

    Posted 09-28-2021 14:44
    We have been getting emails from customers telling us that they cannot connect when they call.  We have been testing it and it seems to be hit and miss.  About 1/2 the calls simply say - your call cannot be connected as dialed.  Then the next time it will go through. 

    Support has been non-existent the chat redirects to a bad page to create the case.

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    Teo Leonard
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  • 2.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-28-2021 14:58
    we've been watching status.8x8.com since we opened a ticket reporting MAJOR BUSINESS impact yesterday. That ticket that is about 30 hours old still says new. I clicked the button requesting for escalation about 5 hours ago. I've had the chat window open over an hour with a 'will be with you shortly' messsage.

    Status Page for 8x8 Service Status powered by StatusCast


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    Jacci Brandt
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    Original Message


  • 3.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-29-2021 08:22
    Apologies for the delays @Jacci Brandt. I've alerted Support to review your open cases and get in touch ASAP.​

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    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
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    Original Message


  • 4.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-29-2021 08:27
    The did reach out. Appreciate the prod.

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    Jacci Brandt
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    Original Message


  • 5.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-29-2021 08:39
    Great to hear, thank you for the update! We'll keep working on improving so you get the help you need, when you need it. In the meantime, it's great to have you in the Community!

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    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
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    Original Message


  • 6.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-29-2021 07:41

    We're sincerely sorry for the trouble @Teo Leonard. As @Jacci Brandt pointed out above, we are tracking and posting about a general issue on inbound calls that appear to be rooted with an underlying carrier. Updates are being provided on this incident status page here: https://status.8x8.com/incident/255554

    Generally since yesterday, stability has been achieved, but there do appear to be intermittent recurrences of the issue here and there, which we are continuing to monitor for and address with the carrier directly. If you have a case open, please update it with any continuing related performance issues.​​

    In the meantime, can you provide more details on the bad page to create a case you were redirected to? We can work to get that corrected. Thank you!



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    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
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    Original Message


  • 7.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-29-2021 08:42
    Thanks Joel.  The issue is there is NO WAY to follow up with a case.  I opened the chat.  It sat for an hour - then gave me a case number.  It posted a link to check on the status and that link says invalid page.  Someone called last night and did some tests and said they had no idea - but would follow up this morning by 10am.  Clearly that was a lie.  This is our business and not being able to have customers call us and find the number as not available is not a good thing.

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    Teo Leonard
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    Original Message


  • 8.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-29-2021 08:47
    @Joel Sandi  How can we get support?  This nuts.  I have 11 customers email already today because our phone says number cannot be connected as dialed.  They have started posting on social media asking if we have paid our bills and are going out of business!  This is nuts.  Some calls get through - the rest nothing.​

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    Teo Leonard
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    Original Message


  • 9.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-29-2021 09:27
    @Joel Sandi   the chatbot https://prnt.sc/1u3z4x0 says to go here to create a case - https://8x8.force.com/s/createcase  and this is what displays - https://prnt.sc/1u3yxov​​

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    Teo Leonard
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    Original Message


  • 10.  RE: anyone having issues in the US with inbound calls not connecting

    Posted 09-29-2021 10:57
    I completely understand and apologize for the difficulty with the online case portal, @Teo Leonard. We are working very hard to improve this experience, as well as the chat availability. In the meantime, for any case you have open and associated with your account, you should get corresponding notification emails for initial creation and updates. To follow up directly on your case, you can simply reply to any of those emails, being sure to preserve the email history in the body of your reply.

    I do see it looks like your current case is in progress and that Support recently touched base. I expect that the issues you are experiencing will be addressed appropriately from here through full resolution, and will be monitoring. Thank you for being part of our Community and helping us get better! ​

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    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
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    Original Message


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