Polycom Phone Outage

Update timeline

1. identified Sep 25, 2026, 06:44 PM UTC

   TPx has identified a backend provisioning issue that has impacted some Polycom phones. The Polycom phone appears to automatically reboot with no action taken and then is unable to pull the appropriate configuration to restore the phone. We have engaged our Polycom vendor who had identified the issue and is working with their Engineering Team for a resolution. We have no ETRR at this time. If you believe your service is impacted, please open a Technical Support case in the TPx Customer Portal at portal.tpx.com

2. monitoring Sep 25, 2026, 11:20 PM UTC

   Our Polycom vendor has implemented a fix and we are seeing positive results of phones restoring. TPx is now working on reprovisioning or factory resetting the affected phones in order for the phones to restore with the proper configuration. This will take some time and resources are being allocated to perform this work. If you believe your service is impacted, please open a Technical Support case in the TPx Customer Portal at portal.tpx.com

3. monitoring Sep 28, 2026, 04:25 PM UTC

   We continue to work with our customers to perform the vendor recommended fix actions. In parallel we are asking our vendor for progress on their ability to do a mass fix of the issue that they caused. If you believe your service is impacted, please open a Technical Support case in the TPx Customer Portal at portal.tpx.com

4. monitoring Sep 28, 2026, 07:17 PM UTC

   To help facilitate the restoration of the affected phones, we recommend contacting our Technical Support team directly. A Voice Technician will work with you to review the necessary customer actions that may help restore service to the affected phone(s) more quickly. Please call our Technical Support Line at 877-487-8349, Option 2. When calling, please have your open Case Number available so our team can quickly assist you.

5. monitoring Sep 29, 2026, 10:55 PM UTC

   On September 25, 2026, an issue with the Poly Lens device provisioning service affected a subset of connected Poly devices. Some affected devices received an incorrect configuration and became unable to place or receive calls. The affected provisioning function has been disabled, and additional monitoring has been implemented. No further impact has been observed since these measures were taken. We are continuing to restore service to affected devices. If you are currently unable to place or receive calls on a Poly device, please contact TPx Support so we can assist. If you believe your service is impacted, please open a Technical Support case in the TPx Customer Portal at portal.tpx.com

6. monitoring Oct 02, 2026, 04:18 PM UTC

   TPx continues to work through customer cases for affected phones. Last night we were able to push a bulk fix that was able to restore 30% of the known phones that were affected. Our Support Team continues to work direct with customers as new cases are created. Thank you for your patience. If you believe your service is impacted, please open a Technical Support case in the TPx Customer Portal at portal.tpx.com

7. monitoring Oct 06, 2026, 10:56 PM UTC

   TPx continues to work through customer cases for affected phones. We are seeing fewer new customer reports hopefully indicating that the bulk of affected phones have been restored. We will continue to provide updates until we are confident that all customers have been restored. Thank you for your patience. If you believe your service is impacted, please open a Technical Support case in the TPx Customer Portal at portal.tpx.com

8. resolved Oct 14, 2026, 08:48 PM UTC

   Our Support Team is working through the final cases for restoral. There have been no new cases opened in the last 24 hours. However, If you believe your service is impacted, please open a Technical Support case in the TPx Customer Portal at portal.tpx.com