Bottom row of buttons stopped working

We've got a phone here where the 7, 8, and 9 buttons stopped working. We've done the basics (power cycle, test on another cable, test another phone on same cable), and the issue persists with the device. Any hints on how to reset this phone to get the buttons to work again? The odd thing is this same type of thing happened to the same user last year, although in that case it was the 3, 6, and 9 buttons that stopped working. We had to have the phone replaced in that instance, I was hoping there may be another answer that's turned up we could use this go around.

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CC_Ethan

Trusted Forum Contributor

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51 Messages

2 years ago

@ssearles. Thanks for the details! We can check on a reset if you can provide the model.

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ssearles

New Contributor

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15 Messages

2 years ago

Great! the model is a Polycom VVX 311.

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CC_Ethan

Trusted Forum Contributor

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51 Messages

2 years ago

@ssearles. Thanks. To troubleshoot this model we will have to use the account. Direct message your name and address, and business phone number. Also, if you can provide the phone unit MAC.

Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Comcast Business" in the "To:" line and select "Comcast Business" from the drop-down list which appears. The "Comcast Business" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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ssearles

New Contributor

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15 Messages

2 years ago

Were submitted, are you able to access them on your side?

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Comcast_Sara

Official Employee

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31 Messages

@ssearles - We're not sure what this latest comment is in response to. Our latest Direct (private) Message provided further information about whom to contact regarding the phone issues. Please let us know if you still need our assistance!

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2 years ago

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