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‎06-11-2025 12:27 PM - edited ‎06-11-2025 12:43 PM

HP Recommended

Hello.

I have a problem with Poly Voyager Surround 85.
When I turn it off it still works. I see that is connected to reciever, still connected to mobile phone despite the switch is set to off.
Headphones has beed replaced twice because of the same problem. Now I'm using it for two weeks and again this happend...

9 REPLIES 9

‎06-11-2025 01:57 PM

HP Recommended

Hello @MoherowaBaba ,

 

Welcome to the HP Poly community.

 

Please check >here<

 

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
Was this reply helpful? Yes No

‎06-12-2025 02:43 AM

HP Recommended

Headphones has been replaced two times, this is third with the same isuue.

Was this reply helpful? Yes No

‎06-12-2025 03:15 AM

HP Recommended

Hello @MoherowaBaba ,

 

Did you check the link I posted? This is a software issue and if you open a case Support can advice, when mentioning PECS-252502 when the fix will be released.

 

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
Was this reply helpful? Yes No

‎06-12-2025 07:25 AM

HP Recommended

Hello SteffenBaierUK

When it will be fixed? I'm waiting months for it... Headphones has been replaced two times, so the isse is with third pair of it. 

Was this reply helpful? Yes No

‎06-12-2025 07:53 AM

HP Recommended

Hello @MoherowaBaba ,

 

I am not headset support and this is a Peer to Peer forum and I am just a volunteer like everybody else. I replied with the best suitable update and you need to work with our Support Team as they can provide you with a timeline. 

 

Details are in my Signature.

 

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
Was this reply helpful? Yes No

‎06-12-2025 10:04 AM

HP Recommended

Yes. This is mine post under another account. Mentioning this number happend nothing, headphones had been just replaced to another one not working. 

Was this reply helpful? Yes No

‎06-12-2025 10:12 AM

HP Recommended

Hello @MoherowaBaba 

 

when you raise a case with our support team and chat or speak to an agent mention CDAX 5137359408 / PECS-252502 and they can raise a new case for you and keep you updated on the progress.

 

Posting here will do nothing, this is a Peer 2 Peer forum and if support is required you need to work with HP support.

 

Steffen

------------------------------------------------
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
Was this reply helpful? Yes No

‎06-13-2025 03:58 AM

HP Recommended

Yes, I did. They replaced headphones.

Was this reply helpful? Yes No

‎06-13-2025 04:04 AM

HP Recommended

Hello @MoherowaBaba 

 

unless you speak to someone about this and explain that replacing the hardware will not fix this until a new software is released will not help.

 

You need to open a case and the engineers working the case can keep you updated once a fix has been released.

 

Posting here will not do this.

 

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
Was this reply helpful? Yes No
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