Hello ChrisJuett,
troubleshooting end user issues is completely outside the scope for myself as a Polycom employee.
Your Service Provider should assist you and / or your Polycom reseller can open a ticket for you with Polycom support.
I could not find a record of your MAC address 0004f2c55dbc in our system so if you purchased from an internet discounter you may want to provide me with other addresses so I can lookup who is responsible in providing support for you.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Polycom Global Services