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We have used Comcast BVE hosted VoIP for the past two years, and the system has been very reliable (as in 99.999%). We have 40 Polycom VVX310 phones, two receptionist phones, and two conference phones. The switch access ports that the phones use are configured with UNTAGGED access to VLAN 1 for data, and TAGGED access to VLAN 21 for voice. VLAN 21 is configured in the phones' VLAN menu.

Most of the 310s were down when we walked in a few days ago, and it appears to be related to an update that Comcast pushed out to the phones the night before, although we are not 100% certain this was the cause.

With the help of a Comcast network engineer, it was determined that the phones are trying to using VLAN 1 instead of 21. If we remove untagged access to VLAN 1 from the switch ports and reboot the phones, they work, but any PCs that use the phone's PC port for network access lose their connectivity.

I'm trying to determine if the VLAN issue is indeed related to Comcast's updating the phones, and how we can get both the phones, and the attached PCs to play well together, using voice VLAN 21 and data VLAN 1.

Thank you !
3 REPLIES 3
HP Recommended

Hello @Comcast BVE Admin,

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.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

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

 

We had another post => here <= where it seems the phone "lost" the manually added VLAN information but without knowing your software version and additional details we are just assuming.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

The VVX310s are running SIP version 5.5.1.16542.

 

Comcast's demarc on our premises is an Edgemarc 4550 SBC.  Interestingly, the phones work when plugged directly into the Edgemarc, where all four ports were configured by Comcast for voice VLAN tagging.

 

However, when put back onto our switches, some phones work, and some phones try to use the untagged (data) VLAN 1, and do not work.  When examining the config in the phones, all are configured for tagged VLAN 21.

 

....and again, these phones were working flawlessly for nearly two years, before the issue popped up last week (and three years prior to that with a different hosted VoIP provider).  We have not made ANY changes to our network infrastructure, which consists of Netgear GSM7252PS and GSM7228PS managed POE switches.  It does not matter which of the switches the phones are plugged into.  We are having the same problem with phones on all three of our switches.

 

Thank you !

HP Recommended

Hello @Comcast BVE Admin,

the next step is to log a ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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