Poly 60: HP Support doesn't list Poly 60 (just 55) doesn't recognise my serial number. Help please!

[Redskip]

Unable to Register Poly Voyager Free 60+ for Support + Audio Quality Issues

Hi, I’m hoping someone can help because I cannot find any working support route for the Poly Voyager Free 60+ earbuds, either on the Poly site nor the HP one.

Issue

My colleagues report that during calls my voice drifts in and out and sometimes sounds distant or robotic. This happens on Teams and other call platforms. By contrast, the audio I hear back is excellent.

Troubleshooting Attempted

1. Updated all firmware to the latest versions:

   • Earbuds: 243.1021.0.5072

   • Charging Case: 0.0.1315.5014

2. Rebooted PC.

3. Calls made using both ANC on and off.

4. Attempted to register the product on the HP website (Poly redirects there), but encountered multiple problems:

   • The serial number inside the case (G____C) and the serial shown in Poly Lens (G____X) are not recognised, so I cannot register the device.

   • The Voyager Free 60 series is not listed on the registration page (only the 55 appears), so again I cannot register.

   • I downloaded and ran the HP Web Product Detection tool, but it also fails to identify the earbuds.

I cannot find any chat, email, or phone support option, and at the moment there seems to be no way to contact HP for assistance. These earbuds cost over $400 and were purchased specifically for Teams calls, so I would appreciate help resolving this.

I am based in the UK and will respond during UK business hours.

Thank you.

[M_Salman]

Hello @Redskip, Welcome to the HP Poly Support Community.

Thank you for reaching out regarding your Poly device.
 

I’m sorry to hear about the issues you’re experiencing with your Voyager Free 60 earbuds. I understand how important it is for your headset to function reliably, and I truly appreciate the troubleshooting steps you’ve already taken. 

To help us move closer to a resolution, I kindly request that you try a few additional steps:
 

• Please disable or reset the earbuds’ wearing sensors using the Poly Lens application on your PC.
• Ensure that the earbuds are set as the default audio device on both your PC and your softphone application.
• Perform a full reset of the earbuds through the Poly Lens application.
   

If you continue to experience difficulties after trying these steps, feel free to let me know—I’m here to support you every step of the way.

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[M_Salman]

Hi @Redskip,

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.
 

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Salman

[Redskip]

Hi Salman,

Thank you so much for your reply. 

I believe the issues is actually with the BT700 unit: as you know, that is a type-C and my laptop keeps powering it off. So the earbuds then revert to Bluetooth with my PC. I have ordered a UGREEN adapter C-A and believe that will keep the unit powered throughout.

I have also updated all software. I wasn't using a data cable and so the case wasn't updating properly.

I am now travelling for a few days. I'll report back next week if I have any issues, otherwise I believe the steps taken will fix the problem.    

Thank you again for your help. 

Simon

[M_Salman]

Hi @Redskip, 

I hope this message finds you well. 
 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 

We are here to assist you and provide any necessary support.

Regards,

Salman

[Redskip]

The adapter did not arrive. It has been reordered. Please give me another couple of days. 

[M_Salman]

Hi @Redskip,
 

Thank you for sharing the information. I appreciate your support and will await your response. Please kindly confirm once the USB adapter has been received.

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman 

[Redskip]

Hi Salman,

After extensive remediation efforts, I am led to deduce my BT700 is faulty.  
Here's a summary of the last few days efforts:

Symptoms:

• When the BT700 is plugged in, the LED initially lights and flashes blue and red 30 times.

• It then briefly shows red (during enumeration) and powers off completely.

• The dongle does not connect to the earbuds whilst in this flashing mode, then powers off. 

• As a result, the earbuds cannot connect to the BT700 and fall back to direct Bluetooth instead.

  • I bought these to use them with Teams, therefore I want to connect to the BT700 rather than my PC Bluetooth. 

Environments tested:

• HP EliteDesk desktop (rear and front USB-A ports)

• Dell dock (USB-A ports)

• Work laptop (USB-C and USB-A via adapters)

• Windows 11 Home & Pro

• Poly Lens Desktop installed

Troubleshooting already performed:

• Tested across multiple machines (desktop, docked setup, and work laptop)

• Tested multiple USB-A ports on each device

• Used multiple USB-C female → USB-A male OTG/data adapters

• Disabled Windows Bluetooth during pairing

• Closed Poly Lens during pairing

• Performed full resets:

  • BT700 reset (15-second press)

  • Earbuds + case reset

• Attempted pairing strictly following Poly guidance:

  • Earbuds in case, lid open

  • Case not connected via USB

  • Back button held 3–5 seconds

• Verified firmware is up to date when devices can be briefly recognised

• Confirmed identical behaviour across all environments

Conclusion:
The BT700 USB-C dongle consistently powers on, partially enumerates, then shuts itself down across all tested systems, ports, and adapters. Given the extensive testing across multiple environments, this strongly suggests a faulty BT700 USB-C dongle, rather than a configuration or power-management issue.

Do you know how I can source a replacement of the BT700 dongle (ideally a USB-A variant if available)?

Any other suggestions?

Thanks,

Redskip.

[M_Salman · Accepted solution]

Hi @Redskip  

Thanks for your response! We apologize for the inconvenience, but it seems the issue is still holding on tight. Don't worry, we're not giving up yet!

We've exhausted our troubleshooting options here. I would request that you contact HP Support to get the Bt700 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

If this solution hit the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day!

Take care, and have an amazing day!

Regards,
Salman