---
title: "URL Call is Disabled Error on Poly Phone"
slug: "url-call-is-disabled-error-on-poly-phone"
updated: 2026-05-21T18:16:43Z
published: 2026-05-21T21:27:17Z
canonical: "help.8x8.com/url-call-is-disabled-error-on-poly-phone"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# URL Call is Disabled Error on Poly Phone

## Symptom

Poly desk phone can't get a dial tone and the screen reads *Url call is disabled*. Poly desk phone intermittently shows *Url call is disabled* or a red "x" next to the phone icon on the screen. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/9294?sv=2026-02-06&spr=https&st=2026-11-03T22%3A40%3A27Z&se=2026-11-03T23%3A40%3A27Z&sr=c&sp=r&sig=dXo%2Fm4qUBz%2BaXTr%2FielKNu7%2FoOnWRNi0UhSIcktSZ5o%3D)

## Applies To

- Poly IP Phones

## Resolution

> [!NOTE]
> **Note**:
> 
> If available, we highly recommend consulting an IT or networking professional when dealing with network issues.

1. Confirm that all ports and cabling are functional:
  - Plug the affected phone in to a different Ethernet port.
  - Switch out the Ethernet cable of the affected phone for a different one.
  - Unplug the affected phone, and try a working phone with the same port or cable.
2. See if you can access phone's web interface (GUI) by typing phone's IP address into a web browser. An inability to access the web GUI is a solid indicator that there is a network problem (such as the phone being on the wrong subnet, which can be confirmed by running *ipconfig* to compare the phone's IP with a computer's on the same network.)
3. Check **firewall settings**.
4. If possible, ensure the phones are passing through only one router (a modem/router combo gateway connected to an additional standalone modem is a potentially problematic setup).
5. Disable **SPI** and **SIP-ALG** in the router (if able) and reboot the router.
6. Set both **primary and secondary DNS** on the routers to point to the **ISP DNS** and/or to also include **8x8 GTMs** 8.28.0.9 and 192.84.18.11, then perform a network power cycle.

## Cause

This error typically indicates a local network connectivity problem, generally related to a DNS failure to resolve to 8x8. **This can include:**

- Faulty ports or cabling.
- DNS configuration issues.
- Other problematic network setup issues.

## Additional Information

A firmware update may be required. If updated, and provisioning is then required, see [Manually Provision a Poly Phone](/support/docs/manually-provision-a-poly-phone) for further information.