Service Status

25/02/21 - 10/03/21: Horizon system maintenance. Please scroll down for details on firmware and certificate updates to Polycom phones and conference units. We are pleased to report an uninterrupted service across all other solutions at this time.

Contact Us

Need to report a problem? Please contact our team and we will investigate the issue as soon as possible.

phone 0345 123 6677
email itsupport@grapevine.uk.com

Essential maintenance on your Horizon system

Starting from Thursday 25th February 2021 a firmware update and certificate updates will sent to your Polycom VoIP phones (and conference units). This update is to provide further failsafe scenarios should they be required. You will be notified of your change over date by our team.

This update will affect all Polycom devices, irrespective of model. These updates will take place outside of normal working hours and will between the hours of 21:00 and 03:00 on your below scheduled change window. Usual call routing will not be interrupted during this time, therefore any prescheduled voicemails, announcements or call forwards will remain as defined. Users utilising soft clients will also continue to work throughout this window.

The devices will restart to kick off the update, which should take approximately 5minutes, this will depend on your available broadband bandwidth, and then restart again once complete. No further service interruption is expected, however should your device not be registered the following morning please perform a restart to reactivate services. If you experience issues following this restart please contact the helpdesk on – itsupport@grapevine.uk.com

Should you require to reboot device, please find steps below on how to achieve this:

VVX 410/411

Press the menu key (symbolised by the house)
Using the arrow keys, go to settings
Select option 1 (Basic)
Select option 7 (Restart phone)
Select “YES”

VVX 450

Press the menu key (symbolised by the house)
Select Option 7 (Settings)
Select option 1 (Basic)
Select option 7 (Restart Phone)
Select “YES”