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4G LTE Network Extender intermittently disconnects from Verizon network

I bought a 4G LTE Network Extender on 4/1/2021 and have had intermittent problems. It works just fine with 3 different phones (including an iPhone 12) when the Extender is connected to Verizon's network. However, the Extender disconnects from the Verizon network several times a day. I can't discern a pattern and I don't know why it happens or how to fix it.

I contacted Verizon tech support. The rep's suggestions weren't helpful so I escalated it and got a ticket number. I promptly received a response from Verizon that they couldn't find anything wrong so they closed the ticket. But wait, it's an intermittent problem, and OF COURSE, there's no problem to be found when the Extender is connected to Verizon's network. It seems they didn't look at the Alarm History (which I asked them to do). I will paste the Alarm History for 4/12/2021 as an example. That's the same day Verizon said everything's just fine.

Intermittent problems are the worst. Can anyone suggest a fix? Thanks!

Here's the Alarm History for 4/12/2021:

1	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 22:11:44 MDT
2	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 22:11:16 MDT
3	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 21:43:42 MDT
4	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 21:43:14 MDT
5	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 20:40:26 MDT
6	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 19:24:17 MDT
7	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 19:23:42 MDT
8	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 18:45:04 MDT
9	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 18:44:01 MDT
10	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 18:09:14 MDT
11	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 16:51:56 MDT
12	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 16:47:09 MDT
13	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 16:34:29 MDT
14	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 16:34:03 MDT
15	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 15:36:23 MDT
16	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 14:13:16 MDT
17	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 14:12:21 MDT
18	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 13:32:41 MDT
19	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 13:32:23 MDT
20	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 12:58:27 MDT
21	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 12:58:07 MDT
22	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 03:09:18 MDT
23	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 03:08:13 MDT
24	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 02:58:28 MDT
25	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 02:57:31 MDT
26	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 01:56:48 MDT
27	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 01:55:43 MDT
28	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 00:48:51 MDT
29	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 00:47:45 MDT
30	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 00:39:09 MDT
31	SCTP link failure	[Cleared] SCTP HB failed over criteria	04-12-2021 00:13:54 MDT
32	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	04-12-2021 00:13:31 MDT

Comments

Verizon_Support

lbo12, I'm sorry you've been getting those error messages with your Network Extender. I can understand how our initial check didn't find an issue with it being an on & off problem. One of the first things we'd want to check is to make sure the extender is getting the correct speeds via your internet connection. Our Network Extenders need 10 Mbps of download speed and 5 Mbps of upload speed at a minimum. If you could check your internet speeds with a speed test, that would be great. One easy to use speed test site can be found here: https://www.speedtest.net/

Please, when you get a chance, share the results with us.

JohnT_VZW

lbo12

Comcast ISP, Speedtest shows:

Download 530 Mbps (normal range 520-6660 Mbps)

Upload 18 Mbps (range 15-18 Mbps)

Any ideas/suggestions?

P..S.. I just had one week with no drops, until yesterday. Same error codes as already posted.

Verizon_Support

Thank you for continuing with us, Ibo12. I can help you investigate this further. Have you tried connecting the extender using a different cable? Does it happen at the same time of the day or is it random? Are all devices affected at this moment?
JavierD_VZw

ssprill

I get the same SCTP Link Failure error intermittantly, in the LTE Extender Admin Console, when my ISP (Charter Spectrum) or I have to reboot my modem. The SCTP error keeps repeating about every two minutes until I get it fixed. I appears that the Askey LTE Extender has difficulty keeping in touch/connecting with the modem. This had happened four times, out the the six times I have restarted my modem, to me and it takes several reboots of the modem, wifi router, and the LTE Extender until it finally, for reasons unknow, starts working. Usaully takes at least an hour. I have not determined exactly how to fix it. I just keep rebooting things.

I am afaid to restart my Charter Spectrum modem due to this issue. It eventually connects so I am sure the issue is with the LTE Extender. Verizon support was no help, maybe Verizon that supports this site here can provide some info.

lbo12

I took the hint from the last Verizon support reply and bought new Cat 7 cables, put them in from my modem to the router and from the router to the network extender. So far, it's been 2 days without the extender dropping from the Verizon network. Fingers crossed!

Verizon_Support

ssprill, I use a Network Extender when I visit my mom and I know the importance of it working and not losing connection. I personally need my phone for all aspects of my life and unable to connect to the extender would cause my life to be in turmoil when I am there. I am here to help and we will get this figured out. On the Network Extender itself, what does the display show when you are getting this in the Admin Console? Do you receive any other Error Messages?

ssprill

Thank you for responding. When this issue occurs I am getting ALARM "SCTP link failure" messages with DESCRIPTION "[Cleared] SCTP HB failed over criteria" in the admin console about every two minutes. No other messages. My phone will not connect to the Extender via calling #48 until this is fixed by rebooting everything multiple times.

Once I'm reconnected the last message in the Admin Console states ALARM "IPSec down" with DESCRIPTION of "[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc." But, at this point everything is back to normal.

Thanks for your help.

lbo12

Javier, following up, I had failures on 4/25/21, as I reported. Then I upgraded my ethernet cables from the modem to the router and from the router to the 4G LTE Network Extender. I used new Cat 7 cables. Everything went fine, no alarms, no failures - until last night/this morning. Lots of failures. Fortunately, they all self-corrected. And fortunately they all occurred when I was sleeping. Unfortunately, there's no guarantee future failures will only occur during my sleep. Can you help?

Here is the Alarm history from last night and today:

1	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 05:22:01 MDT
2	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 05:20:56 MDT
3	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 04:46:00 MDT
4	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 04:44:52 MDT
5	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 04:32:54 MDT
6	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 04:32:12 MDT
7	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 04:05:55 MDT
8	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 04:04:58 MDT
9	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 02:55:22 MDT
10	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 02:54:17 MDT
11	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 02:18:13 MDT
12	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 01:56:07 MDT
13	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 01:55:28 MDT
14	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 01:23:04 MDT
15	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 01:21:56 MDT
16	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 00:58:11 MDT
17	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 00:57:07 MDT
18	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 00:26:42 MDT
19	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 00:25:53 MDT
20	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 00:24:17 MDT
21	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 00:23:12 MDT
22	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 00:11:13 MDT
23	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 00:10:49 MDT
24	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 00:08:43 MDT
25	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 00:07:38 MDT
26	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-05-2021 00:05:17 MDT
27	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-05-2021 00:04:19 MDT
28	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-04-2021 23:52:45 MDT
29	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 23:51:42 MDT
30	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-04-2021 23:15:33 MDT
31	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 23:11:59 MDT
32	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 23:07:36 MDT
33	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-04-2021 23:06:41 MDT
34	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 23:05:31 MDT
35	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 23:00:38 MDT
36	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 22:59:01 MDT
37	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 22:57:24 MDT
38	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 22:55:47 MDT
39	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-04-2021 22:55:15 MDT
40	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 22:54:10 MDT
41	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-04-2021 22:52:02 MDT
42	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 22:50:57 MDT
43	SCTP link failure	[Cleared] SCTP HB failed over criteria	05-04-2021 22:30:45 MDT
44	IPSec down	[Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	05-04-2021 22:30:11 MDT

Verizon_Support

Let's try performing a factory reset from the device itself. Steps below:

Press and hold the reset button for at least 10 seconds, until the Power LED displays solid white, indicating a reset. Wait a few minutes for the device to restart.
Note The factory reset button is located on the back of the Network Extender next to the AC adapter port.
Note The device must be connected to power for the reset to complete.

Let us know if that works for you. BrittanyC_VZW

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