RingCentral VOIP system not accepting incoming calls

A client of mine has switched to RingCentral from another VOIP provider.  They are using SNOM phones (model 710 I think, but not positive).

I was asked to open a list of ports on their router, and once that was done they ran some off-site tests and concluded the router was set up correctly.

The problem is that the phones can make outgoing calls but incoming calls do not reach them.  The provider is claiming that the SNOM phones must be "locked", (like a cell phone with another provider) and that they are going to need to contact the old VOIP provider and see about getting the phones unlocked, or else replace the phones.

I don't know enough about VOIP to know if my client is getting a good answer from the local rep for RingCentral.

What do you think?

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DaveWWWAuthor Commented:
Btw when I say that RingCentral says the "phones must be locked", I mean that RingCentral says the phones are "probably locked" and need to be unlocked.

...just to clarify.
If the phones are locked I would expect them to have the previous provider's name on them somewhere.

Have you looked at the SIP traces in the phones to see if anything is reaching them?

Have you checked the provisioning of the phones?

Do you have a spare SIP phone that you can use to test incoming calls?
DaveWWWAuthor Commented:
When you say a spare SIP phone, do you mean one that has not been connected to their system previously?
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My apologies - I'd forgotten about this question.

I meant a spare phone that ideally wasn't a Snom. If you manually provision this hypothetical phone with the basic call settings used by the Snoms to see if the problem is resolved or duplicated, that may help you along. If it's solved, that suggests that it's phone specific and if it isn't that suggests a more generic error, perhaps in the provisioning itself.
DaveWWWAuthor Commented:
I just visited this client again, and installed a new router.  The system now works perfectly.  

Although the router was working with no signs of defect for any standard network operations, dor some reason it was causing a problem with the phones.  Replacing the router did the trick.

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DaveWWWAuthor Commented:
Thanks for the input.
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