Update - 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
Sep 29, 2026 - 15:55 PDT
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
Sep 29, 2026 - 15:55 PDT
Update - 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 follow up with your open Case and a technician can quickly assist you.
Sep 28, 2026 - 12:17 PDT
Please follow up with your open Case and a technician can quickly assist you.
Sep 28, 2026 - 12:17 PDT
Update - 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
Sep 28, 2026 - 09:25 PDT
If you believe your service is impacted, please open a Technical Support case in the TPx Customer Portal at portal.tpx.com
Sep 28, 2026 - 09:25 PDT
Monitoring - 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
Sep 25, 2026 - 16:20 PDT
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
Sep 25, 2026 - 16:20 PDT
Identified - 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
Sep 25, 2026 - 11:44 PDT
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
Sep 25, 2026 - 11:44 PDT
About This Site
This page provides real-time information about the current performance of our network. Any detected customer affecting network service degradation or outage will be reflected here as soon as it is identified.
If you believe your services may be affected by an event shown on this page, please contact our Technical Support team by opening a case at www.tpx.com/support
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