Reset a Poly VVX phone without the admin password

    Follow these steps to perform a factory reset on your Poly VVX to prep for Pilot Hosted Voice service.


    To set up your existing Poly VVX phone with Pilot Hosted Voice, you’ll need to know your phone’s password.

    Can’t find the sticky note with the password scribbled on it? No problem! Follow the steps below to do a factory reset using your phone’s MAC address. After the factory reset, you’ll be able to create a new password. 

    Note: This works for all VVX phones up to the VVX 601 series.

    Find your phone’s MAC address

    Before you begin, find your phone's MAC address and jot it down. You’ll need to enter this while resetting your handset. 

    Pro tip: Your MAC address is an alphanumeric number, usually above the bar code on the back of the phone.

    Reset your Poly phone

    Step 1: Restart the phone by unplugging the power source and plugging back in. 

    Check out the back of your phone to identify its power source. 

    AC adapter: If you see a cord plugged into the AC adapter, that is your power source. Unplug the AC Adapter cord, wait 15 seconds, and then plug it back in to restart your phone. 

    Power over ethernet: If you don’t see anything plugged into the AC port, you’re likely using power over ethernet. Unplug your ethernet cord, wait 15 seconds, and then plug it back in to restart the device.

    Step 2: Press cancel and hold down numeric keys 1, 3, and 5.

    While your phone is restarting, you’ll see a Cancel button in the lower right hand corner of your screen. Press that Cancel button then hold down the numeric keys 1, 3, and 5 at the same time.

    Step 3: Enter your MAC address as the password. 

    Now, the VVX will ask for a password. This will be the MAC address you wrote down earlier. Use the dial keys to enter the MAC address, using all lowercase for letters, and press OK.

    The phone will give you one of two messages:

    • If Incorrect Password, re-enter the password. 
    • If Configuration Reset, don’t press any keys—the phone will begin its factory reset.

    Pro tip: You might need to change the output method (basically, whether the phone will let you enter a number or capital/lowercase letters) while entering your MAC address. If you see the phone showing “1->Aa,” that means you’ll only be able to enter numbers. Press the corresponding button to change this to “A->a1” or “a->1A.”

    Step 4: Reprogram your phone as needed.

    After a successful reset, you can customize your phone settings, including creating a new password. Refer to the instructions that came with your individual VVX phone model for more details.

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