Hello adambean,
welcome to the Polycom Community.
It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.
The above is also stated in the "Read First"
Therefore the Polycom VoIP FAQ contains this post here:
Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here
I suggest your work with your Service Providers Support Team as they have changed the Admin Password and if you do not have access as an Admin you cannot change any settings.
Also what kind of browser are you using as some users posted issues with IE11 and had to add the IP of the Phone to a list.
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