Verizon LTE Network Extender (ASKey sFemto3) - Yet Another Closed Access Fault

Hate to be another "me too" post, but this path seems to be the best (only?) way to get in touch with qualified Verizon staff.

I have a new ASKey network extender (actually, replacing an older one that failed... which replaced another one that failed). It's installed at a location that's too close to traffic for the "reduce the power" trick to prevent from overloading the device -- it's constantly oversubscribed & won't reliably serve my devices.

I know Closed access mode is the solution. It's worked before but the Verizon site failure prevents me from creating the list ("First number must be on this account", which of course it is). I've had a case open for well over a week, have dealt with at least 6 different agents who've gone through the same troubleshooting approach every time. (Yes, including blaming the web browser in use. How 1990s of them?). As of today, I can't even access the extender page in the Verizon web page! Maybe they've decided if it won't work they should hide it!!!

Could a qualified Verizon contact reach out by private message to arrange QUALIFIED support to set the Closed mode on my device for a short list of numbers.

Frustration aside, thank you!

Accepted answers

Fdbk

You're welcome. Frontline support is not well versed in all aspects of the extender so finding a subject expert is very slim to none. Even their support documentation is incorrect, missing details or outdated.

In the last month or two there has been some movement on the backend with the Manage Network Extender page. They did finally fix the "My Devices" link (it used to redirect you to an error page rather than its intended landing page). As this page is going through a migration phase there may be discrepancies and problems seeing/accessing it. For example, when you try to access that page, you may get an indefinite loading spinning circle due to the server attempting to relay a page containing the extender's details on that page didn't get a timely response to fulfill that request. It is a matter of them fixing the flow with the AT/AL modals. Hopefully soon this feature will be back in service.

All comments

Fdbk

Support no longer has the ability/option to internally set up a "whitelist" for a customer. This is due to security and is up to the end user to control this feature. Even if the agents were to emulate your online MyVerizon account, they would get the same error message that you do. IT team is aware of the website issue -Closed Subscriber Group (CSG) and working towards a solution.

SynthpopAddict

This problem of not being able to create closed access mode any longer on a Verizon extender has been going on for a long time. You might want to consider changing carriers if lowering your extender's range isn't solving the problem of random other people bogarting your service.

pkurmas2

Thanks for the clear updates, @SynthpopAddict
& @Fdbk
. I knew it was a long-standing problem -- I went through this last time with the prior replaced device. It's disappointing that the Verizon staff can't simply admit they no longer have the ability to make the change on behalf of the customer.

I've turned my power level down to 15% which has reduced the peak connections to 50-60% utilization. Even at 50% power I was seeing 150% utilization. We'll see how well that clears the air & whether I'll need to lower the power further.

Fdbk