Cloud Office UC: Remote handsets disconnected after certificate renewal

Incident Report for BTB Building Telco Businesses

Resolved

Intermediate certificate change confirmed as the cause of the Mitel deskphone connectivity outage.

A change process is now in place. Mitel deskphones will download new certificates before any future swap to prevent a repeat outage.

Posted Oct 12, 2026 - 17:45 AEDT

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Oct 12, 2026 - 14:54 AEDT

Investigating

Cloud Office UC: Remote handsets disconnected after certificate renewal

We are aware that some remote handsets are showing as disconnected following the renewal of the Cloud Office UC SAN certificate.

To restore service, please ask your customers to power cycle affected handsets. This will reconnect them to the system.

Our team is investigating the root cause. We apologise for the inconvenience and will provide further updates as they become available.

Posted Oct 12, 2026 - 08:55 AEDT

This incident affected: Products - Voice (Cloud Office UC).