W60B Compromised and unable to factory reset

[socialtelecoms]

We have a user with a W60B and 3 W52H.

Over Christmas the network and phone were compromised, the admin password changed and a forward was applied to a premium rate number.

We have tried to factory reset the unit multiple ways using the connection button and powering the base on. also by using the reset base station function from the phone handset.

Result: all handsets are unpaired but the Base Station retains the account settings and admin password so we still can't log in.

I can't log into the web interface to get any information from there and the users are not technology savvy.

Are there any suggestions on anything else that can be done?

[complex1]

(01-04-2022 07:16 PM)socialtelecoms Wrote:  We have a user with a W60B and 3 W52H.

Over Christmas the network and phone were compromised, the admin password changed and a forward was applied to a premium rate number.

We have tried to factory reset the unit multiple ways using the connection button and powering the base on. also by using the reset base station function from the phone handset.

Result: all handsets are unpaired but the Base Station retains the account settings and admin password so we still can't log in.

I can't log into the web interface to get any information from there and the users are not technology savvy.

Are there any suggestions on anything else that can be done?

Hi,

The best way to help you solve the issue is to contact Yealink support directly using a support ticket.
https://ticket.yealink.com/

[socialtelecoms]

(01-04-2022 09:45 PM)complex1 Wrote:  Hi,

The best way to help you solve the issue is to contact Yealink support directly using a support ticket.
https://ticket.yealink.com/

Thanks. I have raised a ticket.

[Yisroel_MongoTEL]

Have you tried doing a reset while it's not connected to the internet? The whole time keep it disconnected from the internet until you finish and log in to the phone's Web GUI (while still disconnected from the internet.)

Factory default process:

1. Power off the unit by unplugging the power cord from the back (for PoE, disconnect the network cable).
2. Wait for 15 seconds.
3. With the unit unplugged, press and hold the connect button on the base station.
4. While still holding the connect button, plug the power (or network cable if PoE) back into the unit.
5. Wait until all three lights on the unit are showing as solid green, and release the connect button.
6. Wait approximately 5 minutes.
7. Reboot the unit by unplugging it from power for 15 seconds and plugging it back in.