Teams Voice dropping all incoming calls

[smithje3]

We have not been able to accept calls to Teams Voice for the last 8 days.  We have an open ticket with Microsoft but things are moving extremely slow.  Our company can't receive phone calls and several of our clients have the same problem.  

We provide the SBC so we know we are good there but because the problem isn't wide spread, we are struggling to get Microsoft to acknowledge and help fix it in our tenant and several others.

It does not seem Teams Voice is ready for enterprise or prime time.  

Does anyone have a way to escalate around support or is this just the way it works with Teams Voice?

[#2]

Hi Smith,

The best possible path will your Microsoft Account Team.

With Regards,
Satish U

[#3]

@RealTime_M365 Thanks for the input, how do we find our account team?  Nothing is listed in our tenant portal.

[#4]

Hi,

From where have you purchased the licenses? Directly via a partner or was anyone from Microsoft Involved.

With Regards,
Satish U

[#5]

Thanks. Our licenses came from our action pack. The partner support portal sent us back to Teams support where it took 9 days to get a reply. We finally got a reply.

[#6]

I've found Voice support to be slow and lacking as well. Do you recall what the solution was? I have a client who is dropping calls frequently.

[#7]

@Sean_Kelly We worked with a third party provider who said they implemented a workaround for Teams SIP.  Microsoft kept making certificate changes on their end and the network had a hard time keeping up.  There were also some servers being taken out of service that Microsoft didn't tell all the involved parties about.  We've not had any issues for 6 weeks.