Reusing ringcentral phones from an old account on a new RingCentral account

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Good day. We recently merged with a firm that was a RingCentral client. Since then, we moved our firm to RingCentral too. While we are mostly using the softphone application and the smartphone app, there are times that having a desk phone or conference phone is helpful.

The company we merged with had about a dozen desk phones and one Polycom IP5000 conference phone. All of them were originally purchased through RingCentral on their account. We have tried to use these phones on our account with no luck and very little help from RC support. We've even reset them to factory and made sure the firmware was on the latest versions supported by RC. The support people say that this is "3rd party equipment" and they no longer appear to want to help us figure it out. We disagree since the old firm bought these from RC and we merged with them, we essentially purchased these from RC through association.

Also, I purchased several new, non-RC labeled IP5000's through Amazon and they worked flawlessly right out of the box. We think that somewhere deep inside RC's sometimes janky code, the MAC address of the old phones is associated to the old account and won't release it for our use. Support may not even be aware of this. Does anyone have a similar experience and what are your thoughts? Thanks.
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VASQUEZ

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Posted 4 months ago

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Scott Low

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Are you working with a RingCentral partner? If not I suggest getting support through a partner. As a long time partner we can do things that the direct support folks are not prepared to do.
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Saadet - Community Support, Official Rep

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Hey VASQUEZ, I'm really sorry that you've been having issues getting these phones provisioned. It is possible that the phones are still connected to maybe a disabled account. If that's the case, we can go into the back end and remove them. Do you have a current case open for this issue?
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Jeff Salisbury, Champion

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We had a similar issue and (as Saadet said) we were able to get support to remove the MAC from a different platform that had been used by us for a PoC. If you couldn't say which account they had been used on I could understand it might be difficult, but since you do know the exact platform this should be easy for support to do. Also confirming that wiping the phone will not help since the MAC address does not change.
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Jim Strain

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I have done this many times for our customers , the original phones are set to the original  company account, for security reasons you have to go through Ring Central or a Partner like me to have them delete the phones  from the original setting and move them to the new company settings ,once this is completed the phones should come up working, just make sure that if you do a factory reset that the server details  on the phones are correctly setup for Ring Central