A phone died. Either it will not power on, the screen is cracked, or something softer but deal-breaking (a key stuck, handset static, firmware loop you cannot break).
Swapping in a replacement is quick. Here is the process.
Get a replacement
Two paths.
- Buy through us. Email support with your company name and which extension needs the replacement. We ship a pre-provisioned Poly. Arrives in a few days, plug it in, done.
- Buy elsewhere. Pick up a Poly Edge E250, E350, or VVX 250 from any reseller. Send us the MAC address (on the sticker on the back of the phone) and which extension it belongs to.
Either way works. Buying through us is usually a day or two faster because the provisioning is already done when it ships.
Send us the MAC
If you bought the replacement yourself, we need the MAC address before it will work. The MAC is a 12-character code on the sticker on the back of the phone. Looks like 64167F123ABC.
Email it to support with the extension. We provision against the MAC within a few minutes during business hours.
Plug it in
Ethernet into the LAN port. Power comes from PoE or an adapter. Wait 2 to 3 minutes for the first boot. The screen shows your extension number and name.
If it does not register, see the troubleshooting guide.
What to do with the old one
If the old phone still powers on, do a factory reset before you toss it. On an Edge E-series, hold * + # during boot and pick Factory Default. This clears your account config off the device.
If the phone is truly dead, just recycle it. Most cities have an e-waste drop. Poly phones do not retain your configuration in any way that matters when the device has no power.
Factory reset first if you can. Then the phone is safe to donate, resell, or trash.
Shipping notes
If you ordered through us, replacements ship UPS Ground by default. Next-day or 2-day is available if you are in a bind. Let us know and we will quote the rush shipping.
Most replacements go out within a business day of the order being placed.