Are 4G users eligible for 3g Network Extenders?

I've been getting very bad coverage, dropped calls, missed calls, etc around my house ever since I started with Verizon earlier this month.

I just got off the phone with a Verizon tech support representative who told me the following things:

1. If I am getting insufficient voice coverage in my home, I can be let out of contract without an ETF. I had her note this in my account.

2. If they are getting insufficient voice coverage in my home (as determined by an engineer), customers with 3g devices are eligible for free or discounted network extender devices.

3. Customers with 4G devices are not considered eligible for network extender devices - not only would they not give me one, even if they find that signal is lacking, but they would not provide support for one that I bought on my own. I asked for clarification, and this was again stated to me as the case.

4. That means that if I am getting bad coverage to my home, the only option that Verizon offers me as a 4G device owning customer is to cancel service, but 3G customers are offered the network extender.

I find this to be a very strange/insane policy, can a Verizon rep on here confirm this?

Accepted answers

John_Getzke

Ah, I think I misread your original post.

It does sound unusual that they would not provide you with a network extender BECAUSE you have a 4G device. The only explanation I can think of would be that the Network Extenders do not communicate with SIM card devices. All 4G LTE devices from VZW use SIM cards and the technologies may be incompatible with the old GSM style extenders. I have no proof for this theory though.

You might want to try a different rep to see if you can get a better response. Make sure that your emphasis is on Voice calls and not Data so they do not interperet your request as one to support 4G LTE.

All comments

John_Getzke

Verizon simply does not have a network extender that supports 4G. No other service provider has a compatible device to my knowledge. Its a technology constraint at the moment. I'm sure VZW will offer one eventually.

However, the industry is catching up. Newer boosters and antennas are coming out all the time which support the 4G LTE signal. 3Gstore.com has a few of them if you want to take a look. You can contact the 3G store with questions before you buy.

http://3gstore.com/category/443_412_3g_4g_antenna_booster.html

http://3gstore.com/product/2951_surecall-cm700v-lte-amplifierhtml.html

steve_h

I'm not asking if I can get 4g coverage with a network extender. I'm asking why (per what I was told by a Verizon technical support rep) having a 4g device (that can also operate on a 3g network) with terrible voice coverage outright disqualifies me from getting a network extender to get better voice coverage in my house. I almost always have 4g turned off on my device anyway, so I don't care all that much about 4g coverage - I care about not dropping calls constantly.

John_Getzke

Ah, I think I misread your original post.

steve_h

That seems like the best course of action, thanks!

Bradm0

Just to throw in my two cents worth, I recently upgrade my HTC Incredible to a Droid Razr. I have a 3G Network Extender. When I first got the Razr it worked fine with the NE. Now however, I'll show 4-5 bars of 3G services but the #48 to check for network extender coverage says you're not under the network extender and if I make or receive calls the signal drops to 1-2 bars and the call doesn't go through the extender. I just finished a long painful experience with VZW support and one of the network guys finally fessed up that it's just an artifact of having the mixed CDMA and LTE networks. Sometimes it'll work and other times it won't. I even tried leaving the phone in 3G only mode and that still didn't work. So I think my next move is to try something from Wilson or zBoost.

nybadboy11

I have a galaxy nexus and im using a extender and all i good but its only in 3g thats the only set back

dackris

I was just thinking to buy a network extender, i have LG revolution 4G and 3G iphone4S, the LG has a terrible indoor signal in my place, calls gets disconnected but my 3G phone when even has one bar or two still has a good call quality inside. Since i been reading these posts, i figured that 4G are terrible for indoor usage for now until Verizon 4G signals gets better next few years perhaps. Dont get me wrong, my LG 4G speeds is great in outdoors and call quality as well. For now i cant continue having terrible voice quality inside my home and i might change the phone for 3G type.

LangMurf

I've had a network extender for a couple of years. Upgraded to a 4G Droid RAZR a few months ago while my wife and son continue to use 3G phones. The NE is in my office. I cannot use my Droid in close proximity to the NE or it drops calls all the time. If I go downstairs and into the dining room, I'm fine, but anywhere in close proximity to the NE, like the family room or the garage, and the call drops.

Pull the plug on the NE and no calls are dropped on my 4G Droid.

commonsense101

Pretty sure you can set your phone to cdma only and it would work, i would call vzw to confirm though

$250 is a pretty big investment for something that might not work

Bradm0

As an update to this. I tried the zBoost but it didn't work any better so I ended up paying full price to buy a 3G LG that they were giving a way for free when calls to support and visits to the store yielded no help. At least it works with the extender so I can make and receive calls. I'm under contract for about another 18 months and will give them time to hopefully come out with a reliable solution. If they don't, I'm thinking that T-Mobile's wi-fi calling feature on some of their phone might be my best bet if VZW doesn't want to help me.

unknown

Okay, I have the Network Extender and The Samsung Galaxy SIII. For the longest time the NE worked great, but it would also be in 3G. Now something very strange happened today. Phone setting, not used, checked phone for calls and took notice it showed 4G and only 2 bars. So, NE all blue lights, no problem there. dialed #48 and it said You are under Network Extender coverage?! okay, if the NE is not compatible with 4G, how the heck am I showing 4G and still be under network extender coverage? Called Verizon and they are totally stumped. I did make several calls and no problems. Now here's what I am wondering, if 4G is picking up a closer signal then the gps extender, will it drop the extender and connect to 4G? BUT next situation, I am NOT suppose to have 4G in my area?! confusing.....

Verizon_Support

Hey community!

I hope I can shed some light on our network extenders. I personally use one of the older models that only broadcasts the voice network, so I am very familiar with them. They are a great resource when you do have dimishied indoor coverage!

Currently the Network Extender that we have avaialble is compatible with our voice and 3G networks, not 4G. It has the avaialbility for up to seven channels, however, they are split between voice and 3G. You can have up to four 3G channels (i.e. four devices connected and using the 3G network from the Network Extender) or six voice channels (i.e. six devices using the Network Extender for voice calls). The last channel is used for 911 calls only. If you already have a two devices using 3G on the Network Extender and 2 others making calls, the fifth device must either connect to a nearby tower or the call may not connect.

You can have a Network Extender work with a 4G device, however, since it is not compatible with the 4G network, it will only boost the signal for a 3G network. Since you are able to use the 4G network and the voice network at the same time (just like calls and internet at the same time on a 4G device in a 4G area), you can have 4G signal and be connected to one of the voice channels on the Network Extender at the same time. This is how it is possible to show 4G and be under network extender coverage as well.

In regards to the 4G coverage in your area, psf1957, it may be that we expanded faster than we thought. You also might be in a fringe area that can get 4G depending on different variables. So I would be exstatic that you have a great new phone running on a super fast network!

We offer the Network Extender to anyone that needs it and meets all the qualifications to have the device (having high-speed internet ect.). On occasion we may not recommend it as a solution for your situation. Each situation is different and there may have been different factors as to why the Network Extender was or was not offered. We can recommend that if you have a 4G device, in a 4G area, and you do need additional coverage in your home to go with a Network Extender, however, it will not give you the coverage that you are used to. We want you to have the best coverage available. I would keep up to date on Verizon Wireless News for more ifnormation on any other Network Extenders avaialble.

There are of course, third party boosters that you may purchase, however, we cannot support these products. We do not have training on them thus we cannot support and troubleshoot them. Of course, if there are network issues in the area, we are absolutely able to handle those for you as soon as possible!

I hope this has helped answer some of the questions in this forum here. Thanks all the great posts!

MichelleG_VZW

Please follow us on Twitter @vzwsupport

unknown

MichelleG_VZW: That is what is happening here. The NE is working great for voice calls. But also, can use 4G for data. Love it. thank you for the explanation. And the 4G is great!!!

Pam, a Very happy Verizon customer.

Jay968

>>>You can have a Network Extender work with a 4G device, however, since it is not compatible with the 4G network, it will only boost the signal for a 3G network. Since you are able to use the 4G network and the voice network at the same time (just like calls and internet at the same time on a 4G device in a 4G area), you can have 4G signal and be connected to one of the voice channels on the Network Extender at the same time. This is how it is possible to show 4G and be under network extender coverage as well.<<<

HUH??

unknown

Bluntly: you can use network extender in 4G area. But it will only be used for voice and texts. Data will continue on 4G.

Mine has been working great. Have 4G data, but making calls it will pick up the 3G same for texts, ALTHOUGH it will show 4G on phone. No dropped calls, etc. Great connections.

speedytweety

I have a Motorola Droid Razr, my husband has an iPhone... I have multiple issues with service on my phone, I've had several trouble tickets issued with no resolution, repeated dropped calls, text messages won't go through (message not sent error), phone never rings, but all of a sudden I have a voicemail, I get that red circle with a line through it for minutes at a time showing absolutely no service! My phone has already been replaced once.... that didn't solve my issues. My husband RARELY has a dropped call or issues.

After all of that Customer Service told me they don't guarantee a signal inside of a structure. I don't care about 4G, I usually switch to wifi in the house anyway. BUT I need my phone to work as I rely on it heavily. I wasn't offered any discount or rebate for purchasing the network extender at $250! I DO NOT want to have to buy yet another phone or a device to make my phone work, where other phones have no problem working.

commonsense101

It doesn't work in YOUR house, YOU will have to find a solution to YOUR problem.

trade the phone, sell the phone, buy another one on ebay for cheap.. but a NE.. buy a landline if you need service in your house that bad.

race4life

I just ordered an extender. I don't need it for data, I use wifi but I want if for my voice calls. It'll work for that, correct?

Verizon_Support

Hi there Speedytweety!

I don't want your husband to show off his service when you need it just as much! I appreciate all of the troubleshooting you've already completed as every step is extremely important.

My question for you based on your troubleshooting is if we've replaced your sim card yet?

The sim card holds all of your services and could possibly be faulty! They're free at direct Verizon Wireless stores or we can ship one out to you!

Please let me know!

Thanks,

MelissaM_VZW

Follow us on Twitter @vzwsupport

Adjuvantjfoster

I very reluctantly bought the extender after listening to 12 years of unfulfilled promises of better service with their roll outs of more service.

The extender raised my iPhone 4S performance from 0 to 1 bar, up to 4 bars.

On finding that my brand new, 4th generation iPad had to have the LTE switched off for the extender to work on 3 g with my iPad , ie 4 bars with LTE switched off.

I am not a happy camper about this.

Nor am I a happy camper that my new iPhone 5 has the same damned lame behavior.

Having to remember to switch on LTE and to restart the iDevice every time we leave the house is a major shortcoming of trying to use this extender to make up for Verizon spending most of the expansion money on TV commercials and print buys instead of building more bloody cell towers.

Oh yeah, and while on the subject of cell towers, long sections of the Interstate Highway I5 between San Francisco and Los Angeles California are a cell phone coverage desert.

barsad

Indeed, when you buy an iPhone 5 or other LTE device, Verizon "forgets" to tell you that if you are a 3G extender user, you have to switch it off every time you enter your house or the extender will not work. It's hard for me to understand why a phone can do everything but bake you cookies, yet they can't figure out how to put a line of OS code or firmware code that says "switch off LTE" automatically when a particular Wi-Fi network is detected. It's not that they can't do it, it's that they don't care enough to assign an engineer to do it, or they could certainly ask Apple to do it.

I'd also like to offer a bit of advice to those of you in dead zones... when you call Verizon, keep insisting that they should send you an extender for free. Sure, you may have to call 10 times before you get a representative who finally understands that when you promise someone cell phone service, you either deliver or provide a device that CAN deliver it for free. But ultimately it will be worth it.

Note to Verizon (a.k.a. Michelle_G): Here's a multiple choice question, let's see if you can get it right:

When your customers are in a zone on the coverage map that you claim is "excellent" service, yet their particular home is in a small dead zone, YOU SHOULD:

A. Blame it on a construction site, even if there is none around the house.

B. Blame it on the customer misreading their signal, or otherwise having interfering devices in their home.

C. Blame it on everything else except Verizon's poor cell phone tower placement.

D. Ask customers to pay $250 for a device that will finally give them service.

E. After the customer refuses to pay, reveal that, oh yeah, we have $99 refurbished models, do you want to pay extra for that?

F. Admit that Verizon has failed to deliver good service, and send the extender to the customer so that they no longer have to pay over $100 a month for dropped calls.

You got it, Michelle, F is correct! Please pass that on to your higher ups.

unknown

Not true. I have the S3 and use a Network extender. The Extender picks up for calls and texts. I also can use 4G lte data while still connected with the NE. So, it is false you do not need to turn it off to use 4G LTE. I purchased the NE before the 4G came to my area and I continue to use the NE. No problems at all.

unknown

While connected to NE have you tried dialing the #48? Maybe it is the make of the phone? But with the S3 I am using both 4G LTE for data and the NE to make Calls/Texts.

unknown

YES it will. 4G LTE for data and NE for 3g calls/text. Now this is with the S3. When you hook the NE up after it gets the gps and all signal lights are blue, dial #48 and it will verify you are under NE coverage. The only thing different, is the 4G is stronger then the 3G and my phone shows 2 bars. BUT, have never had a dropped call, missed text and can still stream Netflix, etc. I personally think it works great.

barsad

Hey PSF -

Sorry, I have to disagree with you. You might want to consider, before writing a blanket "Not true," that your experience with an Android phone might not be the same as someone with an iPhone. I am also very aware that LTE is data only, and 3G is still used for voice and text. But I can state unequivocally that, with my iPhone 5, when LTE is on, the extender does not recognize. As soon as I switch it off in Settings, I instantly have the 5-bar reception with the extender.

I'm glad to hear everything is great with the S3, lucky you, but some of us still have the problem.

Gooseland

I think that PSF is right. I am using an iPhone 5S, iOS 7.0.4. I have the latest Verizon provided Samsung NE, all 4 lights blue, last one flickering. I am confirmed on NE by calling #48. When the iPhone LTE is switched off, signal strength is -60 dBm (aka - full strength signal) on 3G. When the iPhone LTE is switched on, signal appears to drop to -100dBm (solid 2 bars) and the display flips to LTE.

Call quality is the same under whether LTE is on or off. This suggests that calls are routed through the NE's 3G and data is routed through the cellular tower 4G. Since I typically leave the iPhone WIFI on (great signal throughout the house), the 4G signal quality becomes irrelevant.

So - I believe that leaving the iPhone 5S LTE and WIFI on all the time, whether in or out of the house makes the most sense without having to worry about turning LTE on/off upon entering the house.

Hope that helps.