It sounds like you’ve already taken a few good steps. Since your computer is working through the phone’s Ethernet passthrough, we know the connection is live—but let’s dig a bit deeper to figure out why the phone isn’t coming online.

A few questions to help us narrow it down:

1. What model of phone are you using? This can help us check specific settings or requirements.

2. Are there any error messages on the phone display? If so, what do they say?

3. Is the Ethernet cable plugged into the correct port on the back of the phone (typically labeled "Internet" or with a network icon)

Let us know, and we’ll walk through the next steps with you!

Poly Edge 350

No error message

Yes they were plugged on the correct plug , I had internet on my computer, but no dial tone

Alright! Here's what to focus on next:

• Check the Phone's Screen for Specific Messages:

  • What exactly is displayed on the Poly Edge E350's screen? Look for messages like:
    • "Network Down"
    • "No IP Address"
    • "DHCP Failed"
    • "Waiting for Network"
    • "Registration Failed"
    • Any specific error codes?
  • This message will tell us why the phone isn't connecting.

• Perform a Full Power Cycle on the Phone:

  • Unplug the power adapter from the Poly Edge E350 (or the Ethernet cable if it's powered by PoE).
  • Wait at least 30 seconds to ensure all residual power drains.
  • Plug the power back in.
  • Watch the phone's screen carefully as it boots up. Note any messages that appear.

• Check Network Settings on the Phone (if accessible):

  • Navigate the phone's menu system (usually by pressing a "Menu" or "Settings" button).
  • Look for "Status," "Network," or "Information."
  • Can you see if it has an IP address (e.g., 192.168.x.x or 10.x.x.x)? If it shows 0.0.0.0 or a 169.254.x.x address, it means it's not getting a valid IP from your router/DHCP server.

Since the physical network path is confirmed working, the issue is likely a configuration problem with the phone or how it's interacting with the provisioning server. You may raise a ticket to our support team for further troubleshooting. Our support team can remotely check the phone's registration status, provision it if necessary, or guide you through specific network settings.

I disconnected from the wi-fi, I have a connection on computer, my phone says unregistered

Thanks for your help.  I figured out I had to disable the wifi, I was only disconnecting it