4G LTE Extender Hangs on Connection to Verizon SeGW Server on Xfinity Xfi Home Network
jcr21
Enthusiast - Level 3

I’m having problems with getting the Verizon 4G LTE Extender to work on my Xfinity Xfi Home Network.  The 4G LTE Extender box keeps “hanging” on connecting to the Verizon SeGW Server on Port 4500.  It connects, but then disconnects and status is “Authorization Failure”.  It does this every 15 seconds.

The Extender box, upon startup, goes thru Hardware & Software Initializations, and then connects to my Xfinity Xfi Router/Modem.  It then establishes coverage from a multitude/adequate number of GPS Satellites, but gets “hung” connecting to the Verizon SeGW Server on Port 4500.

I’ve been on the Verizon and Xfinity support lines a “gazillion” times.  They each point the “finger” at each other!  Verizon says that Xfinity needs to “unlock” certain Ports for this to work.  Xfinity says that the required Ports are not blocked.  Verizon also says that the 4G LTE Extender is “registered”, so it should have no problem getting into the SeGW Server.

Verizon provided me the following Ports/Settings that are needed to make the Extender work:

­Ports:

  • UDP 319
  • UDP 320
  • UDP 500
  • UDP 4500
  • UDP 52428 + 20906
  • TCP/UDP 443 + 80

Other Settings:

  • Make sure ESP packets are not blocked by the firewall on the downstream
  • Enable high QoS for the Femto (LTE Extender)
  • Make sure MTU Size is set to 1448 or higher
  • Enable DMZ: recommended.  NOT required.  Common on most consumer routers.

I talked to Xfinity and they say that all the above should be OK, without any problem.

I tried playing around with the Xfi Router Firewall – doesn’t make a difference.  Also, I tried Port Forwarding and Port Triggering for the above Ports and putting the Verizon 4G LTE Extender in the Router DMZ, and none of those solve the problem.

I gotta believe that across the USA that there are many people that have the Verizon 4G LTE Extender working with an Xfinity Xfi Home Network !!

Am I missing something?  I also can’t believe that Verizon and/or Xfinity can’t resolve this issue.

Any help from anyone would be much appreciated… Thanks much…

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jav6
Champion - Level 3

@jcr21 wrote:

I’m having problems with getting the Verizon 4G LTE Extender to work on my Xfinity Xfi Home Network.  The 4G LTE Extender box keeps “hanging” on connecting to the Verizon SeGW Server on Port 4500.  It connects, but then disconnects and status is “Authorization Failure”.  It does this every 15 seconds.

.   .   .

.   .   .

Any help from anyone would be much appreciated… Thanks much…


Did this ever work or is it the initial install of the 4G LTE Extender?  It sounds to me like there is something wrong/corrupted in the database/server where the extender MAC ID is associated/registered with your account.  Having tech support remove the MAC ID and re-registering it might help.  888-262-1999 is another number that has Network Extender Tech Support that might help.  Good luck.

...Just another VZW customer...trying to offer some assistance...
jcr21
Enthusiast - Level 3

Hey there,

Thx much for response and suggestions and phone #.  I'll give that all a try.

Yes this is a new installation with a new box, although Verizon sent me a 2nd new box to try.  Again, the 2nd one didn't solve the problem.

Thx again...

 

jav6
Champion - Level 3

@jcr21 wrote:

Hey there,

Thx much for response and suggestions and phone #.  I'll give that all a try.

Yes this is a new installation with a new box, although Verizon sent me a 2nd new box to try.  Again, the 2nd one didn't solve the problem.

Thx again...

 


One other thing to look at in your router/firewall is IPsec settings.  The UDP port 4500 traffic is 'UDP Encapsulation of IPsec Packets' according to Wireshark and the router/firewall needs to support IPsec.

...Just another VZW customer...trying to offer some assistance...
jcr21
Enthusiast - Level 3

Hey again,

I explored my router settings and unfortunately couldn't find any setting associated with IPSec.

Also tried the phone # you previously provided and it answered as the "Accessibility" center.  Didn't sound like that line would help my Extender/Router I/F issues.

But - Thx much again for you further suggestions...

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jav6
Champion - Level 3

@jcr21 wrote:

Hey again,

.   .   .

Also tried the phone # you previously provided and it answered as the "Accessibility" center.  Didn't sound like that line would help my Extender/Router I/F issues.

.   .   .


Yes, that phone number answers that way but if you go through the IVR, you can reach technical support for Extenders.

...Just another VZW customer...trying to offer some assistance...
jav6
Champion - Level 3

@jav6 wrote:

@jcr21 wrote:

Hey again,

.   .   .

Also tried the phone # you previously provided and it answered as the "Accessibility" center.  Didn't sound like that line would help my Extender/Router I/F issues.

.   .   .


Yes, that phone number answers that way but if you go through the IVR, you can reach technical support for Extenders.


When the IVR asks 'Are you having calling issues with a device', answer NO.

When the IVR asks 'In a few words, how can we help you?', answer 'Network Extender'

It will then transfer you to support.

...Just another VZW customer...trying to offer some assistance...
jcr21
Enthusiast - Level 3
OK. Thx again for your inputs. I'll try that phone # again...
vzw_customer_support
Customer Service Rep

Here is a Tech Support link and number as well

https://www.verizon.com/support//troubleshooting/

800-837-4966

*Nicole

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vzw_customer_support
Customer Service Rep

Thanks for the additional details. Keep us posted with the results, we want to make sure that the issue is resolved. -Pamela

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jcr21
Enthusiast - Level 3

I've done everything.  I.e. tried your Verizon Support Lines, Private Messaging, etc.

I'm keeping you posted....

Verizon has been no help on this issue and you guys seem to be wasting my time.

I keep talking/messaging with people that have no idea what's going on with the Extender, and know less than I do about it.

Any other suggestions ???

Thx much...

 

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vzw_customer_support
Customer Service Rep

Hi! Thank you for your post. We understand you are needing assistance with your 4G LTE Network Extender. Please send us a Private Note for more information! *Latecia

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jcr21
Enthusiast - Level 3

Hi there Laticia,

Thx for your reply to this.

I'm a "newbie" to this Community.

How do I send you a "private message" ?

 

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vzw_customer_support
Customer Service Rep

 

We would be happy to assist you with your concern. Please private message us for further assistance.     *Mabell

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jcr21
Enthusiast - Level 3

How do I do a "Private Message" ?

 

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jcr21
Enthusiast - Level 3

I figured out how to do a "Private Message" and sent one to Verizon Support.

By the way - the 2 phone numbers provided to me previously (800-837-4966 & 888-262-1999) get me to the same place I've been calling for the last month where I haven't found anyone that has helped me with this problem.

How do I get connected with someone that has some in-depth knowledge of this 4G LTE Extender device.  Everyone I've talked to doesn't know anymore about it than I do.

Thx...  @jcr21.

 

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jav6
Champion - Level 3

@jcr21 

Has any of the level 2 tech support agents removed your extender's MAC ID from the database and re-registered it?

...Just another VZW customer...trying to offer some assistance...
jcr21
Enthusiast - Level 3

Not yet !!!

I keep asking...  In fact I'm in a "private message" loop with them right now.

I'll keep all of you posted.

Thx again for your help...

 

jcr21
Enthusiast - Level 3

Didn't get anywhere with the Private Message thing !!

They keep asking me to go to Private Chat and provide me some "Best Value" solutions.  They won't answer what the "Best Value" solutions would be.

They also don't answer questions re: the SeGW Server and I provided the last 4 digits of the MAC addresses for the 2 Extenders I currently have in my possession.

Then they said they can't support me because they can only use "Tools" that debug the Extender(s) on a Verizon Network.  But I have an Xfinity home network.  Apparently they wasted my time and didn't read the info I sent them.

I'm thinking that Verizon Support can't really help me.

I'm going to call the Support Line again and ask for the Supervisor, then the next Supervisor, and then the next Supervisor, etc.

This is totally absurd.......

I've been a loyal Verizon Wireless customer, with multiple lines, for over 20+ years.  Only reason I'm trying to make the Extender(s) work is that my home Cell Phone reception has significantly degraded over the last several weeks.  We can't get any answers on why, or when it will get better.  It used to be very good.

Very frustrated loyal Verizon Customer.......

 

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vzw_customer_support
Customer Service Rep

 

jcr21 I'm sorry to learn you are still having issues with the 4G LTE Extender. Here is our Troubleshooting steps link so that you can check your settings as well.

https://www.verizon.com/support/knowledge-base-204105/

-Dolores

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jcr21
Enthusiast - Level 3

I appreciate your reply on this... but I've been thru all of that a "bunch" of times !!!

But - you (i.e. Verizon) hasn't answered the straightforward questions in my previous Post.

1.  Is my 4G LTE Extender MAC address "registered" on the SeGW Server?

2. Why does my 4G LTE Extender fail "Authorization" after it "Connects" with the SeGW Server?

Very simple questions.  Don't understand why they can't be answered ???

Again - we've been Verizon Wireless Customers for multiple lines for over 20 years !! 

Would much appreciate if Verizon Customer Support could get me to someone who can answer my "simple" questions listed above.

Thx much..... 

 

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