Noise Cancellation Not Working!! Poly Voyager 4310 UC

[Pappajon0503]

I've purchased 2 Poly Voyager 4310 UC headsets for working because of its noise cancellation feature.

My customers have advised that they can hear everything in my background and I have run tests calls to myself proving this is true.

Both units I have does not have functioning noise cancellation. Both units have been updated, reset, and repaired.
Please help ASAP. 

Also, HP keeps asking for a serial number to add product to my profile there is NO serial number located on by the earpiece where the boom is. 

Extremely difficult to find a solution and i would rather return unit for a different brand.

[Meghana_10]

Hello, @Pappajon0503, and welcome to the HP Poly community.

I am sorry to hear that you are facing this issue with the Poly Voyager 4310 UC. 
 

No. The Voyager 4310 UC, stereo version, provides some passive noise isolation, but there is no ANC feature. 

Regards,
Meghana

[Pappajon0503]

This unit does have background noise cancellation. (Both mono and stereo)

I am not referring to the sound I am hearing coming from the headset. I am referring to the sound that callers hear coming from my headset.

This is the description from the Amazon Product Description:
"Audio Quality: Callers hear you — not your surroundings, with a noise-canceling dual mic with Acoustic Fence technology to block out background noise in a flexible microphone boom"

I have also attached images from the product description from Amazon (where I purchased this) as well as the HP website.Amazon Product DescriptionHP.com Product Description

[Meghana_10]

Thank you for the update.

The Poly Voyager 4310 UC has 

• Noise-canceling dual-mic with Acoustic Fence technology 
• Acoustic hearing protection with SoundGuard DIGITAL

Regards,
Meghana

[Pappajon0503]

Is there a firmware update to fix this?

I have tested with multiple clients, multiple devices, and even called myself, and I can hear the background clear as day.

I've made sure i am updated to latest firmware, Iphone & Windows are up todate, I've unpaired and repaired, and nothing helps on BOTH of the same units i have.

It DOES NOT block out any background sound.

[Meghana_10]

Thank you for the update.

It seems like you have tried almost all the troubleshooting, and it looks like the dongle is faulty. I would request that you contact HP Support to get the headset replaced if it is under warranty, and our support engineers should be able to sort this out. HP Support can be reached by clicking on the following link:

https://support.hp.com/us-en/poly

Regards,

Meghana