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Compatible headset not working.

ntester
Occasional Visitor

Compatible headset not working.

I hope this is the right place to ask this question. I'm not very technical but I'll try to explain this the best I can. Yesterday my assistant and I got new IP phones from Comcast. They are both VVX400 but that's all I know about them. We both have headsets that are on the compatible list for those phones (they are Plantronics HW251Ns) but they aren't working. They both worked fine earlier in the day with our previous phones, so I'm sure the headsets aren't the issue. They connect fine and you can ever hear the callers on the earphone but they can't hear you speak into the microphone. The phone isn't on mute but the caller can't hear.

 

Comcast is supposed to be looking into it but since the issue appears to be the phone I was wondering, has anyone heard of this issue? Any thought on how to fix it? 

 

Thanks.

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Compatible headset not working.

Hello ntester,

welcome to the Polycom Community.

Our compatible list for headphones also lists the compatible cables. Most likely that is what is missing for you as depending on the prior phone you cannot simply used the same cables.

 

Please work with Comcast on this.


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

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
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Message 2 of 5
Craig Albert
Occasional Visitor

Re: Compatible headset not working.

I'm having the same problem.  I got the headset you say is compatible - Plantronics HW251N - and the cable 27190-01.  I can hear, but the microphone doesn't work.  Plantronics has replaced both pieces, so I'm pretty sure it's not the headset or the cable.

Message 3 of 5
MarieO
Occasional Visitor

Re: Compatible headset not working.

How did you resolve this issue?  We have one phone with same issue.  All other phones with same Jabra headsets are working fine.  Headset works fine on other phones but one.

Message 4 of 5
ntester
Occasional Visitor

Re: Compatible headset not working.

In the end, we had to replace the cable that ran from the headset to the phone. Even though it appeared to be compatable, it was not fully.

Message 5 of 5