I think that is your best option - have mitel reset it. It's gonna cost but hey - it will save a lot of headaches. I don't necessarily think it is a bad thing for the service company to change the password due to non-payment either. Besides it stops the customer from just calling another service company and screwing them, too. My attitude is - while system under warranty password should be changed - when out of warranty back to default on Maint 1 with full privileges. If customer is current and wants the installer password changed do that as well. If they decide to go to someone else and they screw it up I will always be happy to charge them to fix it. With digital/light systems I like to keep a current set of disks backed up with a password I know on there so I can always get back - unfortunately not an option on the EL or ICP.