Child Item

Site Totals

61432 Questions Answered 270 Categories

S7 Not Connecting to Network Extender

I've read through several troubleshooting posts. I've reset and tried everything. I have 4 bars, and one device showing on the extender. I try to call #48, and when the call connects I drop to 2 bars and I get a notice that I'm not connected. My calls have been dropping all day. I've had the network extender just about 18 months. This is the first issue I have had with the connection. I've done this: Turn off Advanced Calling. Change network mode to LTE/CDMA. Get close to network extender and call #48. You should get "You are under network extender coverage". Bars are now at 4.

Comments

nicoleb_vzw

Being able to connect to the network extender can certainly improve your cellular experience, BrendaAngie. We want to make sure this phone connects as well for you. Thanks for your efforts so far. Let's continue to look into this today. Did you recently switch to the S7 from a different phone? Are other phones able to connect to the extender? Did you make any changes to your home internet service?

NicoleB_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

BrendaAngie

I have been using the same Galaxy S7, same cable/internet, same network extender, same router for 1.5 years. Speedtest results are: Ping 14, Download 81.33, Upload 6.03. I logged in to the Samsung Network Extender - DNS, IPSec, Location Assistance are all "Reachable" and Current Operational Status is "In-Service" I'm showing 9 satalites and 00 connected devices. On the extender itself, I get an occasional 1 device but it does not stay connected.

I brought my Galaxy S8 work phone home, and it has the same problem as the S7. Same 4 bars and extender icon until the call connects and it drops to 1-2 bars and dropped calls. The #48 says it is not connected when I call.

sylviat_vzw

BrendaAngie, thank you for sharing this helpful information. We want to make sure your Network Extender is properly connecting to both of your devices. To properly connect to the Network Extender, please make sure you have advanced calling activated on both of your devices http://vz.to/2qPQEf0. Also, please let us know which LED indicators you see on the Network Extender https://vz.to/2CkWfzN. Additionally, can you please disconnect the power supply for your Network Extender from the outlet https://vz.to/2CmcPiy? Please leave the power supply disconnected for 5 minutes and retest.

SylviaT_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

BrendaAngie

Network Extender was unplugged for 10 minutes (just to be thorough) and both devices have Advanced Calling "ON". They are on the same desktop (about 18 inches) from the network extender as it re-boots. The LED is blue, and blinking as it should for the startup. Normal Welcome, Start Ups, 14 steps, IP address, Connecting to Verizon Network, Setting up Device... In Service, Verizon 4G LTE, solid blue LED, 8 satellites. ... still ZERO connected devices.

Both phones show the full bars, and icon that the home Network Extender is present. When I call #48, the bars drop to two when the call connects, and the message says I'm not under Network Extender coverage.

Moving the devices closer (now touching the extender) 3 minutes later. No change.

I also tried the reset button on the back of the Network Extender. No change.

BrendaAngie

A system update was pushed to my S7 last night. It is now updated. The problem still persists.

jav6

If possible, you might have friends or family members with different phones test when visiting to see if their model phones connect. That might help identify whether it is the extender/network or your Samsung phones' connection only.

BrendaAngie

I've already tried two different phones with the same result (Galaxy S7 (personal) and Galaxy S8 (work) they have both been working fine for about 18 months until Sunday 12/16/18). It is frustrating because the devices have been working fine for so long. I shouldn't have a problem with my SAMSUNG phone connecting to my SAMSUNG Network Extender. My friends are not on Verizon plans, and their network coverage is not a problem at my home. It is tempting to change carriers and be done with this nonsense. It is the Verizon service in this very small area that requires the costly Network Extender to begin with. Until this is fixed, I cannot make clear calls from my home. I'm optimistic someone can get this resolved quickly.

jav6

What is your internet service? That could be the source of the problem as the Network Extender has to communicate to a Verizon Gateway server via the Internet.

BrendaAngie

It is a Comcast high-speed connection. Nothing, to my knowledge, has changed with my service. It has been the same internet service since I installed the Network Extender.

Ping 14, Download 81.33, Upload 6.03

When I log in to the Network Extender I see: DNS, IPSec, Location Assistance are all "Reachable" and Current Operational Status is "In-Service"

How would I troubleshoot this further?

jav6

One more question: what is your zip code? There was a recent post, https://community.verizonwireless.com/message/1629071?sr=search&searchId=1e138048-0154-4950-b669-b1096f32e43a&searchInde… , regarding counties around the country that did not allow Verizon extender service.

BrendaAngie

One more thing to rule out, no counties in my state are on the list.

BrendaAngie

Looking in to the Comcast/ Gateway issue, I found this: How to Configure Routers for Network Extender | Verizon Wireless I made the changes, and so far - nothing. Still not connecting to the Network Extender.

ELDRAGUN

Have you tried to see what Band Freq is around your house? and what your Extender is on?

If your extender is set to a lower Freq then the phone will not automatically switch over.

BrendaAngie

I can log in to the Extender and look at settings, but there is nothing that shows options for changing frequencies.

BrendaAngie

I checked the signal to the Extender, and noticed only two satellites were strong and 6 were fair. I moved the antenna to a window, now have 7 strong and 3 fair, restarted the Extender. No change.

The signal on the both phones shows strong, but as soon as I place a call, the signal drops to two weak bars. I end the call, and the signal returns to showing 5 bars.

ELDRAGUN

The BAND freq is not something we can change, Verizon has to do it.

What you need to do is , do a field test on your phone (google how to do it)

and find out what your Band Freq is when your connected to the extended , then unplug your extender and do the field test again and see what you get from the nearest tower.

ryanm_vzw

It's vital that you get full use of that network extender, BrendaAngie. I'm happy to assist. Since we'll need some more information, I've sent you a private message which you can check here: https://community.verizonwireless.com/inbox

Ryan_VZW

If my response answered your question please click the Correct Answer button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

BrendaAngie

Trying to find how to do the field test was just a lot of codes for a service mode where none of the codes worked.

In the phone menu, my SIM Card Data has some information:

While the extender is on: 5 bars

Signal Strength: -50 dBm 90 asu

When the extender is off: 1-2 bars

Signal Strength: -114 dBm 24 asu

The icon showing my phone signal when the extender is on shows 5 bars, when a call dials/connects, it immediately drops to 1-2 bars. No change.

ELDRAGUN

From Field test Main Menu you go to LTE....... then Serving Cell info...... and its freq_band_ind .....

its gonna be either 13, 4 or 66

BrendaAngie

I do not have a Field Test Main Menu, and any instructions to find this menu require a code for Service Mode, and I wasn't able to find a code that worked.

Yesterday afternoon, about 4:30pm, the phone problem still persisted. I left my home, and when i came back that evening (about 10:30pm) my signal was back to normal.

Is it possible this was a temporary issue with the network/tower ? I lost service for 5 days, and now it seems to be back. My Network Extender is showing one connected device, #48 says I'm connected.

BrendaAngie

So the problem mysteriously went away for two weeks, and now it's back.

Any new ideas?

BrendaAngie

I cleared the cache on my phone, restarted a few times... seemed like a good idea from another forum, but it didn't work.

ELDRAGUN

You need to find out your Band freq on the extender and when the extender is off

BrendaAngie

I've already run in to this problem trying to find the Band Freq two weeks ago:

"Trying to find how to do the field test was just a lot of codes for a service mode where none of the codes worked."

"I do not have a Field Test Main Menu, and any instructions to find this menu require a code for Service Mode, and I wasn't able to find a code that worked."

What is the band frequency code going to do to fix this relatively new, intermittent problem? If it is something I can view/change, why can I not find a reliable means to access it?

ELDRAGUN

Do you know anyone with an iPhone ?

its very easy to do with an iPhone

BrendaAngie

Still no response. You asked for my number, and I provided that. Please keep in mind I'm here in a thread telling you my PHONE DOES NOT WORK. Calling is not an good option right now. Is there any other option for a response?

BrendaAngie

So *if* I knew someone with an iphone, and *if* they found these Band Frequency numbers, then what do I do with them? I still can not access this information on my phone, my work phone, or my network extender. We're going in the same circle...

BrendaAngie

Nothing has changed, and now it works again!

Verizon_Support

BrendaAngie,

We are glad things are working again. I do see my colleague Ryan_vzw has sent you a Private Message to gather some additional details. If you come across this issue again and need additional assistance, please reach via that Private message or send us another message here to continue.

JenelleR_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

D2nJ_Dad

EVERYONE! I HAVE CRACKED THE CODE TO THIS PROBLEM.

I had the same problem as BrendaAngie. I have had my Samsung Extender 2 since June 2018 and have been "not on the extender" multiple times each time working a week, 2 weeks, 3 weeks, etc later. This past weekends scenario was that my house is getting remodeled and I wanted to move my extender from the living room to the office. Each time I tried I was unable to connect in the office. And.....each time putting back in the living room. Saturday, extender still in the living room stopped working. I called Verizon and spoke to a Verizon Rep that finally knew what to do. Simply, he "reactivated" my extender on his end and he had me unplug my extender for two minutes on my end. After two minutes he told me to plug it in and after it said "in service" to wait an hour and it should work. Needless to say, it worked as soon as it was "in service" on the LED display. Confirmation of this fix was that I tried moving the extender to the office AGAIN. This time I called Verizon and asked the rep go straight to my account notes and "reactive" my extender. Guess what, after it said, "in service" it worked like a champ!! I was on the phone with the rep less then 15 minutes. 2 for 2 with the reactivation and that's why I'm posting now. Hope it works for all that try! GOOD LUCK!!

RADTEC

I solved my problem with the extender. If you have Wi-fi Calling turned ON, it will not use the network extender (it will use the wi-fi). Settings -> Connections -> Advanced Calling -> Wi-Fi Calling. As long as it's turned OFF, your phone will connect through your wi-fi network, not the extender. I checked this on the S-7 and S-10. The menu path is a little different but you'll find it.

Child Item