Hi there @vzw_customer_support
,
Is there any update on the fix for the Managed Access Type/Access List options found on the Manage Network Extender page accessed from the MyVerizon website?
Background:
Users are experiencing the following conditions for the Askey LTE Extender (sFemto3/ASK-SFE116) -
1) The "Edit" links for Access Type/Access List doesn't function correctly and reports errors "The first number you add to the list must be from your account.” "Your changes cannot be saved due to system error. Please try again later", "We’re experiencing a system issue and we’re unable to process your request. Please call us at 1.800.VERIZON for assistance." According to the logs it shows “error 99: Failed while associating CSG”
2) The "Edit" button links for Access Type/Access List are totally missing. What have observed is that this seems to be due to the model being blank as it used to display the model as sFemto3 with the Edit buttons visible. If a device is missing its picture or model, certain features with MyVerizon aren't shown until that device is fully added internally.
Remarks: There is quite a history of this problem discussed on this platform. It was noted on a user's post (https://community.verizon.com/t5/Signal-boosters/LTE-Extender-won-t-switch-to-open/m-p/1753135) in May 2024 that your team was able to replicate the issue and the development team would work towards a fix. However, it has been almost a year later, and we customers are still no closer to managing those settings. It was mentioned on another user's post (https://community.verizon.com/t5/Other-Network-Discussions/Network-extender-missing-quot-Edit-quot-link-to-change-Access/td-p/1754740) by agent that this feature has been removed. Both FAQ article (https://www.verizon.com/support/4g-lte-network-extender-faqs) and 'Troubleshooter' (https://www.verizon.com/digital/nsa/nos/ui/troubleshooting/acss/lte-network-extender) that agents send talks about the ability to manage those access settings through MyVerizon. There are few users that still have open tickets with no updates while at the same time some users have partial functionality. Can you please provide clarity on this issue?
Moreover, some other issues are:
1) The ”My devices” link on the Manage Network Extender page when clicked takes you to an error page that states “You are not authorized to perform this action.” rather than its intended page (Devices). However, you can manually click the back browser button to go back to the Devices page or select any actions in the header on the error page fine to take you to MyVerizon.
2) On the Devices Overview page, it displays the wrong product image for the Askey. It shows the Samsung sFemto2 model but on the Manage Network Extender page it shows the correct product image. Even the Support page (https://www.verizon.com/support/4g-lte-network-extender-2/) for the Samsung sFemto2 displays the incorrect model picture (shows the 1st gen model).
Given all the above, some agents were able to verify all of these issues by emulating my instance but didn't have any explanation. No matter how many times the extender is removed from the account and added back or unregister/registered MyVerizon, the issues still remain.
