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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎01-14-2021 09:35 AM

HP Recommended

WX250

Version 5.8.0.12848

P/N:  3150-11530-580

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‎01-14-2021 09:37 AM

HP Recommended

Hello @AllPoolBev ,

 

Welcome to the Poly Community.

What WiFi Dongle are you using? What WiFi AP are you trying to connect to? This does not seem to be a day one issue as the phone shows as sold back in 11/11/2019

 

The only way to get this analysed is via opening a support ticket using the reseller.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

The phone was sold via WESTCON GROUP EUROPEAN OPERATIONS LIMITED back in 11/11/2019 so it may just still be in warranty.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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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‎01-14-2021 10:37 AM

HP Recommended

We bought the phones in fall of 2020.

The dongle is OBiWiFi5G Dual Band 802.11ac

WiFi AP is Allpool_AP

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‎01-14-2021 10:39 AM

HP Recommended

WiFi AP is TP link  CPE510

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‎01-15-2021 03:14 AM

HP Recommended

Hi @AllPoolBev 

 

what is it? TP link or Allpool?

 

How is the phone powered i.e. PoE via Network so you have access to the phone web interface prior to switching to WiFi or not?

 

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

‎01-15-2021 07:33 AM

HP Recommended

Hi Steffen,

 

The name of the access point is Allpool and the device is TP link.

We are not able to access the phone web interface prior to switching to WiFi (I believe).

I do not understand any of this very well.  The phone is plugged into an outlet.  The dongle is used to connect to WiFi.  We first ordered one phone and dongle and everything worked fine.  So we ordered 4 more phones exactly the same from the same vendor.  We ordered 4 more of the same dongle but from a different seller.  Therefore, I have returned the 4 additional dongles today and reordered them from the original vendor, hoping the dongle is the problem.  However, the original dongle does not work in any of the additional phones...so if there is something I need to do to the phones or if they are bad, I need to know how I figure that out.

 

Thank you.

 

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‎01-15-2021 07:39 AM

HP Recommended

Hello @AllPoolBev 

 

I suggest you work with WESTCON GROUP EUROPEAN OPERATIONS LIMITED  as they sold the phone originally and they will be able to work with you and us on this.

 

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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.