Polycom vvx250 and vvx411 Cannot provision on 5ghz Network

[JasonLHill]

I initially had problems provisioning our phones with our new broadband provider (Sky Business Broadband in the UK), I eventually figured out that they would provision without issue if I separated our wifi signal to separate 2.4ghz and 5ghz networks and connect to the 2.4ghz. (Phone wifi dongles are 5ghz compatible btw).

Problem is, on 2.4ghz the phones disconnect randomly (but usually daily) - So I've re-attempted to try and figure the 5ghz provisioning problem.

I presume it's router settings for 5ghz, but I don't work in IT and my knowledge only goes so far.

After speaking with our Business Provider, they've now informed me our phones are not compatible with their service - only analogue phones will work.  I'm really puzzled now, I've tried support with Zoom - but they just keep emailing links to various pages on Zooms help pages or even here within the forum (not even relevant links).

Anyone had similar issues - or can make sense of this?

[Eliot]

hi @JasonLHill 

Which sky.com wifi hub do you have?  Check to make sure it is compatible.

Setting up your Sky hub | Sky Help | Sky.com | Sky Help | Sky.com

Hp poly only supports two wifi dongles for poly vvx desk phones:

Edimax EW-7811UTC

Obihai USB Wi-Fi Dongle

[HARDWARE] ObiHai USB Adapter WiFi support - HP Support Community - 8795568

WiFi is not as good as direct wired ethernet connections.  Wifi offers a lot of flexibility in where you can use your poly vvx phones but wifi is not as reliable.

Your wifi dropping on a daily basis is sky’s problem to fix.  Maybe it’s sky’s wifi hub.  You should ask sky to replace your existing wifi hub with their latest wifi hub running the latest firmware.  In the olden days, wifi hubs would check for errors, go to sleep, wifi scanning, etc. once a day.  It could also be that a close neighbor has a wifi hub that is using the same frequencies/channels that your hub is using.  Sky should make the necessary changes to avoid interference.  

You should try a wired connection. 

Here are some trouble shooting suggestions for wifi issues:

Using the Zoom Network Connectivity Tool

Wireless (WiFi) Connection Issues

With respect to your poly vvx phones being not compatible with sky’s digital phone service, that is not a problem if you are using poly vvx with zoom phone.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot