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‎09-09-2025 02:43 AM

HP Recommended
Product: Voyager Surround 80 M UC USB-C
Operating System: Microsoft Windows 11

This is a continuation of a previously closed topic regarding the same issue.

The Poly Voyager Surround 80 UC (233.916.0.5049) never turns off, even when the on/off switch is in the "off" position. I've tried multiple times to slide the switch on and off and have reset the headset using the Poly Lens app (both on Android and Windows), but the PC/phone continues to show the headset as connected. I also tried using the BT700 dongle on my PC, but the issue persists.

I have already received two replacements, yet the problem continues to occur on replaced devices. It is difficult to identify a clear pattern for when the issue happens.

While I cannot prove it, I suspect the problem may begin when I attempt to charge the headset using a cable connected to my laptop. When the cable is disconnected after charging, the headset does not respond to the on/off switch. It remains always on.

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11 REPLIES 11

‎09-09-2025 04:07 AM

HP Recommended

Hello @eReS ,

 

Welcome back to the HP Poly community. Same answer as here:

 

 

I suggest you contact our Support organization in your region. Details are in my Signature. Please use PECS-252502 as a reference for support.

 

Using the above method our support organization can communicate a time line

 

Best Regards

 

Steffen Baier

------------------------------------------------
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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‎09-09-2025 04:44 AM

HP Recommended

So what is the actual solution?

Is your only suggestion to replace the headset or contact the support?
All the recommendations provided so far are not real solutions. As I mentioned, this is already my third headset with the same problem. I also had a lengthy live troubleshooting session with a technician before I requested a replacement. Unfortunately, support does not seem willing to investigate the root cause and the only suggestion provided is replacement.

You keep giving the same answer without addressing the root cause. Please investigate and fix the issue first and only then I will consider replacing my headset again.

However, with this level of support, I seriously doubt I will purchase a Poly headset in the future.

 

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‎09-09-2025 04:47 AM

HP Recommended

Hello @eReS ,

 

This is a peer 2 peer community. We do not provide support via this community. Most of us, including myself, are just volunteers and owners of HP or HP Poly products.

 

You need to create a support ticket, quote the reference I provided so the engineers can assign this and then the support organization can communicate timelines with you.

 

Best Regards

 

Steffen Baier

------------------------------------------------
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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‎09-09-2025 04:52 AM

HP Recommended

Considering the fact that this issue is still being reported by users more than a year after it was first identified, it seems that no real solution is known. Therefore, it makes little sense to contact support as the only outcome will be another unit replacement.

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‎09-09-2025 04:54 AM

HP Recommended

Hello @eReS ,

 

considering the fact that I have access to the reference mentioned I am aware of the state. Please raise a ticket and quote this reference so a timeline can be communicated to you.

 

Replacing the headset will not address this, this requires a software update.

 

Best regards

 

Steffen Baier

------------------------------------------------
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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‎09-09-2025 05:10 AM

HP Recommended

I am unable to report an issue with my current headset. It is a replacement unit, and when I enter the serial number, it shows “expired” status.

Below a screenshot:


Screenshot 2025-09-09 130807.jpg

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‎09-09-2025 08:05 AM

HP Recommended

Hello @eReS ,

 

Do you still have a record of the old Ticket reference?

 

Best Regards

 

Steffen Baier

------------------------------------------------
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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‎09-09-2025 08:11 AM - last edited on ‎09-09-2025 08:32 AM by Level 15

HP Recommended

I am not sure if it is correct:
<removed for data protection>

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‎09-09-2025 08:32 AM

HP Recommended

Let me look into this @eReS 

------------------------------------------------
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
Reply
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